Quality Assurance Partner

📋 Description

• • At eHealth, we are driven by a mission to revolutionize the health insurance landscape, providing consumers with a transparent, trustworthy, and expertly guided experience. We are committed to creating a better way – not just for our customers, but also for our internal team. This is an opportunity to advance your career while connecting countless individuals to the life-changing, quality care they deserve. Our culture fosters innovation, mutual support, and a shared passion for tackling complex challenges. We actively seek creative solutions that prioritize our customers and each other, united in our purpose to make a meaningful difference.
• • We are seeking an experienced and passionate Quality Assurance Partner to join our dedicated team. This role is pivotal in ensuring the integrity and compliance of our sales processes. The Quality Assurance Partner will collaborate directly with sales supervisors, the broader QA management team, and our esteemed carrier partners. A key aspect of this position involves assisting in the implementation and enforcement of sales quality and compliance standards, with a particular focus on agent oversight processes. At eHealth, we deeply value integrity, accountability, and a commitment to excellence in all our endeavors.
• • In this role, under the direct supervision of the Quality Management team, you will be responsible for executing comprehensive sales quality monitoring assessments. This involves meticulously evaluating sales agent interactions and documenting the results within our established repository, adhering strictly to defined departmental policies and procedures. Your work will directly contribute to maintaining the high standards of quality and compliance that define eHealth.
• • A critical component of your onboarding and ongoing development will be comprehensive training on the Centers for Medicare & Medicaid Services (CMS) regulatory guidance and knowledge. This specialized training is essential to equip you with the necessary expertise to effectively execute your job responsibilities and ensure adherence to all relevant healthcare regulations.
• • You will play a key role in reporting QA findings and insights to both the Sales and Quality management teams. This involves synthesizing complex data into clear, actionable reports that inform strategic decisions and drive continuous improvement initiatives across the sales organization.
• • A significant part of this role includes actively participating in conference calls with our valued eHealth carrier partners and sales leaders. These discussions will focus on quality monitoring standards and results, fostering a strong sense of partnership, collaboration, and mutual understanding with our clients. Your ability to communicate effectively and professionally will be paramount in these interactions.
• • You will also be an integral part of calibration calls with sales leadership. In these sessions, you will offer valuable feedback and guidance, identifying and highlighting key trends observed within the call center operations. Your insights will help shape training strategies and operational adjustments.
• • Furthermore, you will actively assist with sales agent coaching and the delivery of both formal and informal re-training programs. This will involve conducting sessions via conference calls, meetings, and developing written communications such as memorandums and training presentations to reinforce best practices and address areas for development.
• • Continuous learning and adaptation are crucial. You will maintain and deepen your knowledge through ongoing education and training, particularly with the LevelAI platform or other advanced machine learning technologies. A key focus will be on continuously training the large language model based on evolving call center needs, ensuring our tools remain cutting-edge and effective.
• • Above all, you will consistently demonstrate eHealth’s core values in all your behaviors, practices, and decisions, embodying our commitment to integrity, customer focus, and teamwork.