QA Executive for Medicare and ACA

Job Description:
We are seeking a detail-oriented Quality Assurance (QA) Executive to monitor and evaluate calls for ACA (Affordable Care Act) and Medicare campaigns. The QA Executive will be responsible for reviewing agent interactions, ensuring compliance with campaign guidelines, identifying areas of improvement, and maintaining high standards of customer service. The role involves monitoring inbound and outbound calls, providing constructive feedback to agents, maintaining QA reports, and supporting the team in achieving performance and compliance targets.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls for ACA and Medicare campaigns.
• Ensure compliance with campaign guidelines, federal regulations, and company policies.
• Assess agent performance based on quality standards, call handling, and accuracy of information.
• Provide feedback and coaching recommendations to agents and team leads.
• Prepare daily, weekly, and monthly QA reports on agent performance.
• Identify training needs and areas of improvement to enhance overall call quality.
• Maintain accurate QA documentation and evaluation records.
• Work closely with team leads and management to improve team performance.

Requirements:

• Minimum 1 year of call center experience (healthcare campaigns preferred).
• Prior QA or call monitoring experience is preferred.
• Basic knowledge of ACA and Medicare campaigns.
• Strong analytical, listening, and communication skills.
• Ability to identify compliance issues and quality gaps.
• Familiarity with CRM systems and call monitoring tools.
• Strong attention to detail and reporting skills.
• Ability to work in a fast-paced environment and support multiple teams.

Pay: Rs50,000.00 - Rs100,000.00 per hour

Work Location: In person