MarketSource Inc.

QA Engineer

• Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies.
• Conduct regular QA audits of customer service interactions, documents, and processes to ensure adherence to health insurance regulations and client requirements.
• Identify constructive feedback and coaching opportunities for call center agents focused on improving customer service skills and compliance.
• Analyze QA data and metrics to identify trends, root causes, and areas for improvement.
• Champion a customer-centric approach in quality programs, ensuring that QA standards align with exceptional customer service.
• Maintain QA schedules and partner with applicable stakeholders to ensure quality targets are met or exceeded.
• Stay up-to-date on all relevant health insurance industry regulations and client compliance standards.

QA Coordinator