Quality Assurance Specialist II in WFH-Oregon at National General Insurance

Date Posted: 9/15/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    WFH-Oregon
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/15/2020

Job Description

Primary Purpose:

The Quality Assurance (QA) Specialist II is responsible for conducting quality evaluations for Velapoint sales agents, HealthCompare sales agents, and AHCP Agency Services representatives using predefined quality measurements and expectations.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Search for and listen to call recordings from multiple departments (Medicare Sales, U65 Sales, AHCP Agency Services) on a daily basis
  • Evaluate and score recorded calls based on various criteria (e.g., compliance, accuracy of information provided to the customer, accuracy of information entered on the application, professionalism, etc.)
  • Identify strengths, opportunities for improvement, and any compliance violations in customer interactions
  • Provide detailed, insightful, and constructive feedback on evaluations/scorecards
  • Correct any inaccurate customer information in the CRM system
  • Attend training classes, calibration sessions, and team meetings in order to stay abreast of current procedures and business needs
  • Search for, export, and send call recordings to the Quality Assurance Supervisor on an ad hoc basis

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 1+ year of experience in the insurance industry
  • 1+ year of auditing and/or quality assurance experience
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Thorough knowledge of correct English usage and demonstrated ability to use appropriate spelling, grammar, and punctuation
  • Strong attention to detail and high level of accuracy
  • Strong oral and written communication skills
  • Effective interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Strong organizational and time management skills with the ability to work effectively under pressure and adhere to deadlines
  • Strong analytical and problem-solving skills
  • Highly effective in handling situations that require critical thinking and sound judgment
  • Demonstrate the ability to accept feedback and improve based on said feedback
  • Demonstrate the ability to handle multiple tasks in a production-driven environment
  • Ability to adapt well to new situations and shifting priorities
  • Ability to successfully complete HIPAA certification annually
  • High degree of dependability and motivation
  • Ability to work independently as well as in a team environment
  • Demonstrated integrity within a professional environment

Desired Skills:

  • Bachelor Degree or, in lieu of degree, equivalent education, training and work-related experience
  • Experience with Genesys (Interactive Intelligence)
  • Bilingual

#LI-CB1

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.