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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 agent sales force across the country and support our 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 our agents’ sales calls, document instances of non-compliance, and provide findings and feedback to sales, agents, in addition to the Compliance Department Management. Our Call Quality Specialists also document and research client complaints, 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 and the ability to work consistently within established timelines.

 Responsibilities and Duties

  • Audit agent sales calls for non-compliance
  • Document audit findings
  • Report findings to Compliance Officer
  • Research complaints
  • Be knowledgeable of all products and their enrollment procedures
  • Understand applicable company policies, carrier requirements, CMS regulations, and other federal and state laws
  • Maintain pertinent documentation and case notes

 Qualifications and Skills

  • Associate's Degree is required (Bachelor's Degree is a PLUS!) 
  • Skilled at research and problem solving
  • Strong reading and listening skills
  • Critical thinking skills
  • Proficient typing skills
  • Highly organized
  • Ability to multi-task, prioritize, and manage time effectively
  • Fast learner
  • High memory retention
  • General Microsoft Windows/Internet knowledge
  • Background in call compliance, Medicare compliance, and/or call center quality audits is a PLUS! 

 Benefits

  • 15 PTO days
  • 8 paid pre-determined holidays
  • Employee 401k Plan
  • Fully covered health benefits (100% company contribution), including major medical, dental, vision, 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. We will soon return to our offices, at which time, remote work will not be an option for this position.

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