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Evry Health is seeking a Customer Support QA Analyst to support our customer support team. This is no ordinary QA role. The QA Analyst will ensure business operations, systems and processes meet our high-quality standards. This fully remote position will be responsible for performing in-depth quality audits on a variety of complex customer support calls and email cases. Our priority is always to exceed member and provider expectations through white glove customer service experiences. This role requires someone who is exceptionally detail oriented, a strong communicator, both verbally and in writing and a person who thrives when faced with challenges or problems to solve. The Customer Support QA Analyst reports to the Customer Service Manager and indirectly to the VP of Operations and should be comfortable partnering with senior leadership daily.
Job Overview
- Job Type: Full-time
- Work Setting: Work from home
- Location: Remote (Anywhere)
- Salary: Competitive Pay in USD
- Employer: Evry Health
About Evry Health and Globe Life
We are on a mission to bring humanity to health insurance. Our high-technology health plans expand benefits, increase access and transparency, and feature a personalized, human approach. We strive to ensure members live happier, healthier lives.
Evry Health is the major medical division of Globe Life (NYSE:GL). Globe Life has 16.8 million policies in force, and more than 3,000 corporate employees and 15,000 agents. For more than 45 consecutive years, Globe Life has earned an A (Excellent) rating or higher from A.M. Best Company.
Responsibilities
- Perform a wide range of quality responsibilities aimed at maintaining service excellence and driving continuous improvement in the member/provider experience.
- Listen to and score a minimum of 2-3 calls per CSR weekly, focusing on the accuracy of information given in each call and the professionalism displayed. Is the CSR representing the Evry brand in each interaction?
- Audit 2 email support cases per CSR weekly to ensure all facets of the written response are accurate, the response is thorough and utilizes proper
- grammar/punctuation. All communications should be at the highest level of professionalism and reflect a willingness to assist.
- Become a SME in customer support, utilizing all tools and desk level procedures to guide evaluation of CSR performance. Propose documentation updates or changes to enhance the CSR experience.
- Assist with training new customer support team members as needed.
Requirements & Qualifications
- You have a minimum of 3-5 years commercial health plan experience
- You have 1-2 years’ experience performing the QA function in customer support and understand the criticality of the standards to be met.
- You have a solid knowledge of medical and insurance industry terminology.
- You are an excellent communicator, both verbally and in writing and can articulate and communicate complex topics to a broad audience.
- You can perform comfortably in a fast-paced, deadline-oriented work environment.
- You possess strong attention to detail and problem-solving skills with a high level of accuracy.
- You are not afraid to express new ideas or suggestions for improving processes.
- You are skilled at identifying and implementing tools to improve the QA process, including QA reporting and tracking mechanisms to allow easy identification of trends or quality issues.
- You collaborate with and support business and operational units across the organization.
- You are proficient in Microsoft Office applications Word, Excel, Outlook OneNote, etc.
- You have prior experience using a CRM, preferably Salesforce.
Telecommuting Requirements
- This is a remote position. Our whole company works remotely. Company headquarters are in Dallas, Texas.
- Company business hours are weekdays 9-5 CST. We will only consider candidates in the United States who reside in the CST or EST time zones.
- Required to have a dedicated work area established that is separate from other living areas and provides information privacy.
- Ability to keep all company sensitive documents secure.
- Must live in a location that receives an existing high-speed internet connection/service.
