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Position Details

  • Position: Call Quality Specialist
  • Employment Type: Full-Time
  • Location: Allentown PA

Ideal Concepts, Inc. is looking for an experienced Call Quality Specialist to assist with reviewing calls and ensuring adherence to various compliance procedures. 

Our Call Quality Specialists audit our nationwide agent sales force and support our Compliance Quality Assurance process. This position is key to ensuring our agents’ compliance with company policies, carrier requirements, CMS regulations, and all other applicable federal and state laws. In accordance with our Compliance Program, our Call Quality Specialists review calls, identify and document concerns and trends, and provide findings and feedback to Compliance Department leadership and sales management.  Our Call Quality Specialists also document and research client complaints, respond to carrier and other external inquiries, settle lead disputes, and promote our company’s goal of overall compliance.

A strong candidate for this position must be highly detail-oriented with proven analytical skills, adaptable to change, and the ability to work consistently within established timelines.

 Responsibilities and Duties

  • Review sales calls for monitoring, assessing, and reporting of trends and concerns
  • Document findings and provide objective and effective feedback
  • Report findings and feedback to Compliance Department leadership and sales management
  • Research complaints and external inquiries
  • Develop working knowledge and understanding of all products and their enrollment procedures
  • Understand applicable company policies, carrier requirements, CMS regulations, and other federal and state laws
  • Gather and maintain pertinent documentation and notes
  • Perform other duties as assigned

 Qualifications and Skills

  • High School Diploma required; Associate's or Bachelor’s Degree preferred
  • Must have strong listening and comprehension skills
  • Fast learner with high memory retention and ability to think critically
  • Excellent oral, written, and interpersonal communication skills
  • Self-starter, with good time management, must be able to multi-task, prioritize, and meet deadlines
  • Positive and self-motivated with the ability to change priorities on-demand
  • Demonstrated ability to work well individually and in a team environment
  • Skilled at research and problem solving
  • Proficient typing skills
  • General Microsoft Windows/Internet knowledge
  • Background in health insurance, Medicare, compliance, and/or call center quality audits a plus


  • 15 PTO days
  • 8 paid predetermined holidays
  • 401K
  • Fully covered health benefits (%100 company contribution), including major medical, dental, vision, accident, critical illness and life insurance
  • Technology focused, fast paced working environment
  • Professional team atmosphere with motivated, career-driven professionals as co-workers
  • Expansion and growth with one of the top health insurance marketing companies in the nation

This is an on-site position, located in Allentown, PA. In light of COVID-19 (Coronavirus), we have made temporary arrangements for our staff to be able to work remotely. Once we are cleared to return to our offices, remote work will not be an option for this position.

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