Qureos Mentor

Qualfon

<div>Overview:
<div><p><b>
Who We Are:</b></p></div><p></p><div><p><br>
Qualfon is a global provider of omnichannel customer experience and business support solutions. From call center support to lead generation to ecommerce fulfillment, we support our clients and their customers throughout the customer journey.</p></div><p></p><div><p><br>
Our mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.</p></div><p></p><div><p><br>
At Qualfon, you&rsquo;ll find more than just a job, you&rsquo;ll find a place to grow, develop your career, and be part of a supportive, purpose-driven team.</p></div>
Responsibilities:
<p><b>
What you will be doing:</b></p><ul><li>
Handle inbound and/or outbound calls with consumers seeking individual health insurance (Under‑65).
</li><li>Display compassion when assisting individuals.</li><li>
Build customer relationships, earning their loyalty and trust.</li><li>
Provide objective information pertaining to coverage, annual notice of chance, pharmacy/network coverage, and drug formularies</li><li>
Demonstrating sales skills</li><li>
Self-motivated, able to work independently, and adhere to an assigned schedule with minimal assistance.</li><li>
Enjoy working in a fast-paced and, at times, hectic environment while maintaining a professional attitude.</li><li>
Accurately complete applications and enrollments in compliance with CMS, state, and company guidelines.
</li><li>Meet or exceed daily and monthly sales, quality, and productivity goals.
</li><li>Maintain thorough and accurate documentation in CRM and enrollment systems.
</li><li>Adhere to all compliance, scripting, verification, and call quality standards
</li><li>Maintain professionalism, empathy, and customer-first communication at all times.
</li><li>Conduct needs-based consultations to recommend appropriate health and ancillary insurance products.
</li></ul><p><b>Work at Home Requirement:</b></p><ul><li><b>
We will provide a Company Computer for use while supporting this project</b></li><li>
High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Hot Spot</li><li>
Wired provider- No mobile broadband connections allowed</li><li>
Upload speed of 25 Mbps; Download sped of 50 Mbps</li><li>
The Internet service provider (ISP) must be highly stable with 1% or less packet loss</li><li>
Latency under 100ms</li><li>
USB headset with noise-canceling microphone (Jabra, Plantronics, or Logitech are recommended) 3.5 mm headsets and gaming style headsets are not approved</li><li>
Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT.</li></ul>
Qualifications:
<div><div><p><b>
What you&rsquo;ll bring:</b></p><ul><li><b>
Active Health or Health &amp; Life Insurance License in the state you reside</b></li><li>
Must have at least one year of previous sales experience, preferred in insurance sales but not required</li><li>
Secure compliant enrollment into appropriate medical plan</li><li>
Proven oral &amp; written communication skills</li><li>
Comfort with desktop computer system</li><li>
Must be able to type at least 25wpm/90% accuracy</li><li>
At least 18 years of age or older</li><li>
High School Diploma or GED</li></ul></div><p></p><div><p><b><br>
What We Offer:</b></p></div><p></p><div><p><br>
We provide a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:</p></div><div><ul><li><p>
Medical, Dental &amp; Vision Coverage with multiple plan options</p></li></ul></div><div><ul><li><p>
Telemedicine &amp; Mental Health Support for convenient care</p></li></ul></div><div><ul><li><p>
Paid Time Off (PTO) that grows with your tenure</p></li></ul></div><div><ul><li><p>
401(k) with Company Match to help you plan for the future</p></li></ul></div></div><div><div><ul><li><p>
Employee Assistance Program (EAP) with free counseling and wellness resources</p></li></ul></div><div><ul><li><p>
Life &amp; Disability Insurance for added peace of mind</p></li></ul></div><div><ul><li><p>
Tuition-Free Business Degrees through Rochat School of Business for employees and eligible family members</p></li></ul></div><div><ul><li><p>
Voluntary Benefits including accident, critical illness, hospital coverage, and more</p></li></ul></div><div><ul><li><p>
Additional Perks like legal assistance, identity protection, and pet insurance</p></li></ul></div><p></p><div><p><b><br>
EEO Statement</b></p></div><p></p><div><p><br>
QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</p></div></div><br>
<p></p>
Pay Range: USD $25.00 - USD $25.00 /Hr.</div>

Remote Health Insurance Sales and Enrollment Agent

<div>Overview:
<div>
This position will <b>require</b> onsite presence at our facility in Casselberry.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Schedule Generation and staffing analysis</b></div><br>
<div></div><ul><li>
Uses workforce management software and call volume history to help manage intra-day staffing levels.</li><li>
Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.</li><li>
Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal<br>
variance in associate occupancy (workload) rate.</li><li>
Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.</li></ul><p></p><p><b><br>
Facilitates Staffing Calls</b></p><br>
<p></p><ul><li>
Prepares intraday staffing call analysis report</li><li>
Proposes schedule changes to address staffing needs</li><li>
Addresses and provides possible solutions to any concerns and requests by Operations Partners.</li><li>
Ensures minutes of the call is sent out to all participants.</li></ul><div></div><div><b><br>
Schedule Management</b></div><br>
<div></div><ul><li>
Publishes schedules from the finalized shift bids</li><li>
Updates all valid schedule requests</li><li>
Ensures all agents have correct number of hours and rest days</li><li>
Sends out notification to email concerns of the initial and finalized schedules.</li><li>
Creates report/tracker of any late approved and requests for documentation</li><li>
Creates monthly shift bids and distributes to Operations</li><li>
Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clients.</li></ul><div></div><div><b><br>
Workforce Scheduling Tool Utilization and Maintenance</b></div><br>
<div></div><ul><li>
Ensures all schedules are run through the scheduling tool<br>
Creates intraday analysis and simulations on the schedules plotted on the tool</li><li>
Updates schedules to ensure proper staffing</li><li>
Ensures that Workforce scheduling data is aligned in published schedules on all media.</li></ul><p></p><p><b><br>
Trend Analysis</b></p><br>
<p></p><ul><li>
Uses workforce management software and call volume history to help manage intra-day staffing levels.</li><li>
Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and managers in meeting daily/weekly goals.</li><li>
Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.</li></ul><p></p><p><b><br>
Manage Agent Leaves</b></p><ul><li>
Computes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue numbers.</li><li>
Coordinates and projects shrinkage expectations</li><li>
Identifies correct VL allocation per group</li><li>
Sends out list of VL approval to operations team</li></ul><div></div><div><b><br>
Avaya Skill Set Audit</b></div><ul><li>
Audits skill sets for all agents that access CMS</li><li>
Ensures correct skill set sand priorities are assigned to all agents</li><li>
Makes discrepancy report on skill set</li><li>
Requests correction to CMS Admin</li><li>
Assists Real-time team on skilling concerns</li><li>
Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified Research, recommend, and assist with the implementation of call center technology.</li></ul>
Qualifications:
<ul><li>Bachelor&rsquo;s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement</li><li>
Minimum of 1 year experience in WFM Scheduling or any WFM facer within call center operations</li><li>
Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)</li></ul></div>

Onsite Call Center Scheduler (Workforce Management)

<div>Overview:
<p><b>
Who We Are</b></p><p></p><p><br>
Qualfon is a global provider of omnichannel customer experience and business support solutions. From call center support to lead generation to ecommerce fulfillment, we support our clients and their customers throughout the customer journey.</p><p></p><p><br>
Our mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.</p><p></p><p><br>
At Qualfon, you&rsquo;ll find more than just a job, you&rsquo;ll find a place to grow, develop your career, and be part of a supportive, purpose-driven team.</p>
Responsibilities:
<div><b>
What you&rsquo;ll do:</b></div><div></div><div><b><br>
As a dispatcher, you will play a key role in keeping our field operations running smoothly. You will monitor technician schdules, assign and track jobs, and make sure service requests and outages are handled quickly. This position requires someone who can multitask, communicate clearly and stay calm under pressure. This a not a customer facing depatment, you will receive calls from technicians and make calls to them</b></div><br>
<div></div><ul><li>
Monitor technician availability and job queues throughout the day.</li><li>
Assign and track field jobs using dispatch platforms and outage tools.</li><li>
Respond to Priority 1 and 2 alarms, escalations and fallout from missed appointments.</li><li>
Communicating ETA&rsquo;s and Job updates to internal teams and customers.</li><li>
Document job status and actions in Teams, email, and tracking systems. (skilled in Windows programs)</li><li>
Collaborate across shifts to ensure smooth handoffs and continuity.</li></ul><div><b>
Hourly pay rate - $14.50/hr</b></div><div></div><p><b><br>
What you&rsquo;ll bring:</b></p><p></p><div><b><br>
Work at Home Requirement - We will provide the Computer and Equipment for this position.</b></div><ul><li>
High-speed Internet via wired Ethernet connection, no Wi-Fi, Satellite or Hot spot</li><li>
Upload speed of 25 Mbps; Download speed of 50 Mbps</li><li>
Internet provider must be highly stable with 1% or less packet loss</li><li>
Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT.</li><li>
Must live in the State of South Carolina**</li></ul>
Qualifications:
<p><b>
What We Offer:</b></p><p></p><p><br>
We provide a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:</p><p></p><ul><li><b><br>
Medical, Dental &amp; Vision Coverage</b> with multiple plan options
</li><li><b>Telemedicine &amp; Mental Health Support</b> for convenient care
</li><li><b>Paid Time Off (PTO)</b> that grows with your tenure
</li><li><b>401(k) with Company Match</b> to help you plan for the future
</li><li><b>Employee Assistance Program (EAP)</b> with free counseling and wellness resources
</li><li><b>Company-Paid </b><b>Life &amp; Disability Insurance</b> for added peace of mind
</li><li><b>Tuition-Free Business Degrees</b> through Rochat School of Business for employees and eligible family members
</li><li><b>Voluntary Benefits</b> including accident, critical illness, hospital coverage, and more
</li><li><b>Additional Perks</b> like legal assistance, identity protection, and pet insurance</li></ul><div></div><div><b><br>
EEO Statement</b></div><div>
QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</div><br>
<div></div>
Pay Range: USD $14.50 - USD $14.50 /Hr.</div>

Remote Dispatch Representative

<div>Overview:
<p><b>
Who We Are</b></p><p></p><p><br>
Qualfon is a global provider of omnichannel customer experience and business support solutions. From call center support to lead generation to ecommerce fulfillment, we support our clients and their customers throughout the customer journey.</p><p></p><p><br>
Our mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.</p><p></p><p><br>
At Qualfon, you&rsquo;ll find more than just a job, you&rsquo;ll find a place to grow, develop your career, and be part of a supportive, purpose-driven team.</p>
Responsibilities:
<div><b>
What you&rsquo;ll do:</b></div><div></div><div><br>
We are seeking a remote tech assist to provide real-time support to field technicians, resolving provisioning, facility, and inventory issues to ensure seamless service delivery. You will handle inbound calls and chats from internal teams, assist with service orders and status updates, maintain accurate system records, and collaborate with operations teams to resolve network issues.</div><br>
<div></div><ul><li>
Provide real-time operational support to field technicians for installation, repair, and service assurance activities, including resolution of facility, provisioning, and inventory-related issues.</li><li>
Serve as a primary point of contact for inbound calls and chats from internal work groups and field personnel, supporting service order processing, fallout resolution, and completion status inquiries.</li><li>
Maintain, validate, and update Quantum Fiber inventory and facility records across designated provisioning and inventory systems to ensure data accuracy and service continuity.</li><li>
Coordinate with Field Operations and other operational teams to resolve complex service or network issues and document actions and updates in Client-designated systems.</li></ul><p><b>
What you&rsquo;ll bring:</b></p><p></p><div><b><br>
Work at Home Requirement - We will provide the Computer and Equipment for this position.</b></div><ul><li>
High-speed Internet via wired Ethernet connection, no Wi-Fi, Satellite or Hot spot</li><li>
Upload speed of 25 Mbps; Download speed of 50 Mbps</li><li>
Internet provider must be highly stable with 1% or less packet loss</li><li>
Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT.</li><li>
Must live in the State of North Carolina**</li></ul>
Qualifications:
<p><b>
What We Offer:</b></p><p></p><p><br>
We provide a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:</p><p></p><ul><li><b><br>
Medical, Dental &amp; Vision Coverage</b> with multiple plan options
</li><li><b>Telemedicine &amp; Mental Health Support</b> for convenient care
</li><li><b>Paid Time Off (PTO)</b> that grows with your tenure
</li><li><b>401(k) with Company Match</b> to help you plan for the future
</li><li><b>Employee Assistance Program (EAP)</b> with free counseling and wellness resources
</li><li><b>Company-Paid </b><b>Life &amp; Disability Insurance</b> for added peace of mind
</li><li><b>Tuition-Free Business Degrees</b> through Rochat School of Business for employees and eligible family members
</li><li><b>Voluntary Benefits</b> including accident, critical illness, hospital coverage, and more
</li><li><b>Additional Perks</b> like legal assistance, identity protection, and pet insurance</li></ul><div></div><div><b><br>
EEO Statement</b></div><div>
QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</div><br>
<div></div>
Pay Range: USD $20.00 - USD $20.00 /Hr.</div>

Remote - Technical Assistant

<div>Overview:
<div><b>
Mission:</b> As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Dimensions of Leadership:</b></div><div></div><div><b><br>
1. Mentor: </b>Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div><b><br>
o Coaching and Development:</b></div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div><b><br>
2. Manager: </b>Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div><b><br>
o Client and Internal KPIs:</b></div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div><b><br>
3. Messenger: </b>Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div><b><br>
o Communication and Team Building:</b></div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

Onsite Call Center Supervisor