Quality Assurance Specialist-Retiree Health Solutions-Temporary

Our Story At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management. Our Benefits With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row. Great Place to Work Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards. About the Role The Quality Specialist ensures top-notch service through call monitoring and scoring. They utilize Alight’s recording software to assess sales and service delivery, enhancing agent performance. Involves call monitoring, feedback review, data analysis, training enhancements, and process improvement. Must interact well professionally with colleagues. Responsibilities Maintaining compliance with all Medicare CMS and Compliance regulations. This includes the monitoring and evaluation for behaviors that support the policies and guidelines. (e.g., Code of Business Conduct, HIPAA, Data Privacy). Working with internal teams to standardize training processes through call listening trends identified. Assessing agent’s interactions based on our company’s quality guidelines and maintaining productivity standards. Attending and participating in training sessions to ensure consistency in processes. Monitoring attainment of monthly variance goals set by management. Coaching, training, and developing Sales & Service Center colleagues through very detailed and accurate evaluation documentation. Assisting Team Managers deliver tough conversations with their agents. Assisting Sr. Quality Manager with maintenance of deliverables spreadsheets. To include monthly monitoring assignments, call variance calibration results and any additional requests from leadership. Requirements Enhanced (SME) for Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP). Facilitate independently managing assignments within the schedule block to include multiple complex situations and/or projects. Demonstrate learning agility and ability to learn and interact with multiple call center systems and knowledge tools. Experience in quality coaching and delivering effective and timely colleague feedback. Experience in the Medicare insurance industry, telephone sales, and/or customer service environment. Our Commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Salary Pay Range Minimum: 45,760.00 USD Maximum: 45,760.00 USD Pay Transparency Statement Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit Wellbeing and Benefits Selector Page - Alight. #J-18808-Ljbffr