Quality Assurance Director

4 weeks ago

Fort Lee NJ, United States Wells Media Group Full time

TRANZACT is a Leader in the direct to consumer over 65 Health Insurance Industry and partners with the leading Insurance providers in this space. TRANZACT acquires customers through telephonic based marketing and sales. TRANZACT is seeking a qualified Quality Assurance Director, this is a full-time salaried position responsible for managing Quality Assurance production, sales call quality, implementing Quality of Business team strategy, managing outsourced vendor/partners, and developing and managing the Quality Assurance Team. An effective leader in this position will collaborate with internal departments; Sales Leadership, Business Leaders, Quality of Business Team, etc., to ensure the Quality Assurance team is aligned with the business goals, managing key strategic initiatives, complying with federal and state laws and effectively communicating the performance of our sales agents, into actionable items that drive improvement. Hybrid work schedule - in office Tuesdays and Thursdays.

Essential Duties and Responsibilities:
* Develop and document processes to maximize department efficiencies while maintaining work quality.
* Manage department KPIs and efficiencies including reviewing/approving timecards, Performance Improvement Plans (PIP) and Disciplinary action plans.
* Routinely calibrate QA scoring methods with sales scripts and processes to ensure consistency.
* Develop job descriptions, incentive programs, and staffing recommendations.
* Provide oversight and direction to team leads/direct reports.
* Create and present department results to managers, directors, and senior level company executives.

TRANZACT, a WTW Company, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer / Disability / Vet

Qualifications

  • Bachelor's Degree required.
  • 2+ Years experience in managing telephonic sales – Quality Assurance Teams/Business preferred.
  • Previous management experience working Quality Assurance, Sales, Customer Service or similar experience is highly recommended.
  • 2 + Year's insurance industry experience - background in health insurance, preferably Medicare Advantage preferred.
  • Solid computer skills with competencies using: MS Word, Power Point and Excel.
  • Strong Analytical and problem-solving abilities.
  • Proven excellence in both written and communication skills.
  • Ability to work in a fast paced environment
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