Quality Assurance Specialist in WFH-Oregon at National General Insurance

Date Posted: 8/5/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    WFH-Oregon
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/5/2022

Job Description

Job Summary:

The Quality Assurance Specialist is responsible for using predefined quality measurements and expectations to conduct evaluations of sales agents' call quality, agency services representatives' call quality, and customer service associates' call quality.


Key Responsibilities:

  • Search for and listen to call recordings from various departments (Medicare Sales, U65 Sales, AHCP Agency Services, Customer Service) 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.)
  • Provide detailed, insightful, and constructive feedback on evaluations/scorecards
  • Correct any inaccurate customer information in the CRM system
  • Able to influence and educate by setting an example, providing direction, and generally raising the level of performance of others while on the job
  • Identify trends and assist with specific training needs as requested
  • Attend training classes, calibration sessions, and team meetings in order to keep abreast of current procedures and business needs
  • Other duties as assigned

Supervisory Responsibilities:

This job does not have supervisory duties


Preferred Qualifications:

Education and Experience

  • Bachelor's degree or equivalent experience
  • 2 years of auditing and/or quality assurance experience

Certificates, Licenses, Registrations

  • None

Functional Skills

  • Strong attention to detail and high level of accuracy
  • Advanced knowledge of systems such as AgentCubed, NPS, and Coverage Builder (Quotit) in order to effectively review the subject matter
  • Advanced oral and written communication skills
  • Advanced listening skills
  • Strong organizational and time-management skills
  • Strong analytical and problem-solving skills
  • Highly effective in handling situations that require critical thinking and sound judgment
  • Ability to handle multiple tasks in a production-driven environment
  • Interpersonal skills
  • Computer proficiency

#LI-MD1

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., a member of the Allstate family of companies, 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.