Job Summary:

The Quality Assurance Representative's objective is to assist the QA Manager in monitoring and maintaining both customer satisfaction as well as CMS compliance with each and every call made by SelectQuote agents. The Quality Assurance Representative accomplishes this objective by listening to, and scoring calls using SelectQuote Life’s scorecard. This individual will leverage many competencies such as: verbal communication, overcoming objections, attention to detail, and a drive to be productive. The QA Rep will leverage unique systems to pull, listen to, and process calls (inbound and outbound), and catalog their quality and compliance scores.

Essential Functions:

  • Listen to inbound calls and outbound calls to potential customers.
  • Use SelectQuote scorecards and assessment tools to score quality and compliance.
  • Additional Responsibilities:
  • Occasionally help train new QA Reps in call scoring and SQS procedures.

Knowledge, Skills, and Abilities:

  • Ability to do competitive analysis to overcome objections.
  • Strong attention to detail.
  • Excellent oral and written communication skills.
  • Strong organizational and time management skills
  • Ability to multi-task.
  • Good interpersonal skills.
  • Team player.
  • Works well under pressure
  • Strong computer skills.
  • Ability to learn new software quickly.

Training and Experience:

  • High school diploma or GED is required.