Job Overview
Location
Remote
Job Type
Full-time
Category
Data Science
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Monitor and evaluate live and recorded calls within the Benefit Support Call Center (BSC) to ensure adherence to quality standards, compliance requirements, and client expectations
- • Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for operational improvement
- • Aggregate and interpret AI-driven performance data related to call quality and production to support reporting, training initiatives, and performance feedback
- • Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems used across the call center
- • Monitor agent participation and engagement in training sessions, internal chat communications, and daily agent activities
- • Track and report on agent adherence to attendance policies and scheduled appointments
- • Maintain a strong sense of urgency in meeting deadlines with proactive, clear, and timely communication
- • Leverage data insights to support continuous improvement in customer interaction quality and call center efficiency
- • Collaborate with the Quality Assurance Team to align monitoring practices with evolving business goals and client standards
- • Use advanced Excel and Microsoft applications to compile, analyze, and present performance data for internal stakeholders
- • Ensure all QA activities comply with company policies and industry regulatory requirements
- • Provide actionable feedback to call center agents and supervisors based on monitored interactions and performance data
- • Support training efforts by identifying common performance gaps and recommending targeted coaching interventions
- • Work independently in a remote environment while maintaining high standards of accuracy, accountability, and productivity
- • Contribute to a collaborative, inclusive culture by demonstrating professionalism, positive demeanor, and strong interpersonal skills
🎯 Requirements
- • Experience in call monitoring, quality assurance, or data analyst role, preferably in sales or insurance environment
- • Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred
- • Strong understanding of metrics, KPI monitoring, and performance reporting
- • Experience with data aggregation, analysis, and production performance evaluation
- • High School Diploma or equivalent required; Associate Degree or Business Certificate preferred
- • Experience working in a remote or work-from-home environment
🏖️ Benefits
- • Company-provided equipment: computer, monitors, keyboard, headset
- • Full-time remote (work-from-home) opportunity
- • Personalized coaching, training, and development programs
- • Recognition and rewards for strong performance
- • Opportunities for career growth and internal advancement
- • A collaborative, inclusive culture of motivated professionals and leaders
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About OneDigital Health and Benefits, LLC
OneDigital Health and Benefits, LLC is an insurance brokerage and employee benefits advisory firm headquartered in Atlanta, Georgia. It designs, implements and administers health, retirement, property-casualty and wellbeing programs for mid-market employers across the United States. The company combines technology, analytics and consultative services to manage risk and improve workforce productivity. Founded in 2000, OneDigital has grown through more than 100 acquisitions to become one of the largest employee benefits-only brokerages in North America, serving over 100,000 employers and five million employees nationwide.
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