Quality Assurance Representative

TRANZACT - QA Representative

• 1 year of customer service experience
• Ability to communicate clearly specifically when on the phone using a headset
• Computer proficiency in a Windows setting including Microsoft Office email and internet access.
• Understand and utilize company provided computer and telephony systems
• Excellent communication skills to use throughout all levels of the organization
• Comfortable and competent in both written and oral communications
• Results-driven attitude
• Focus on details accuracy and client resolution
• Possess accurate record keeping writing and grammar skills.

• Work independently
• Adapt quickly to change
• Strong reasoning skills
• Strong problem solving abilities
• Ability to multi task
• Must be able to apply ethical reasoning to a variety of scenarios
• Detail oriented

• Work from home

Responsibilities:
Navigate computer systems to efficiently locate specific customer data including call recordings enrollment applications and scorecards.
Search various approved websites to confirm the accuracy of data being presented to the customer.
Maintain a full functional understanding of the products and the compliance requirements of the plans you are assigned to audit.
Record/report findings and provide written factual explanations defining your conclusions.
Conduct sales/enrollment audits in response to allegations generated by both internal and external sources.

Core Competencies
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizations goals and values.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change delays or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.
Dependability - Follows instructions responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Required Education/Experience:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Insurance license and/or experience with insurance products (Medicare health insurance Life Insurance etc.) is a plus.
Ability to read and comprehend simple instructions.
Strong written communication skills ability to present/describe situations and communicate findings and results
Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals.
Ability to compute rate ratio and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully an individual should have knowledge of Contact Management systems and Internet software.
Basic computer skills with the ability to type 20 wpm.

Other Required Skills and Abilities:
Work independently
Adapt quickly to change
Strong reasoning skills
Strong problem solving abilities
Ability to multi task
Must be able to apply ethical reasoning to a variety of scenarios
Detail oriented

Preferred Education and Experience:

Supervisory Responsibility:
This position has no supervisory responsibilities

Position Type
Monday through Friday 40 hours per week