Full job description:

ABOUT US

Agile People and Payroll along with Agility Insurance Services and Healthedly Insurance Services, is headquartered in Richardson, Texas. Agility Insurance Services is a National Field Marketing Organization (FMO) and a leader in Medicare and Health Insurance enrollment. As part of the Team, you will be joining a diverse, fun-loving team that takes great pride in what they do. We are professional, fast-paced, and service-centric. Our goal is to ensure that your employment is meaningful, mutually beneficial, and enjoyable!

POSITION SUMMARY

Reporting to the Director of Quality, Training, and Development, the Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of the Agility contact center’s performance. The QA Analyst will monitor inbound and outbound calls and assess communication, compliance, technical accuracy, sales and service performance, and conformity to Agility policies and procedures. The QA Analyst will help develop, create, and implement contact center quality processes and procedures and recommend enhancements to training materials to enhance the overall customer experience.

ROLE RESPONSIBILITIES

The essential functions include, but are not limited to, the following:

• Performs call monitoring and provides trend data, quality reports, and feedback to team members and leadership.
• Participates in the design of call monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for contact center staff.
• Perform other duties as assigned.
• Participates in call calibration sessions with carriers.

PREFERRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Solid time management skills.
• Must effectively deal with people at all levels inside and outside the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities.
• Outstanding customer sales, service skills, and dedication to providing exceptional customer experience.
• Focus on quality and customer experience.

MINIMUM QUALIFICATIONS

• 2-3 years of Contact/Call Center Experience.
• Texas State Life and Health Insurance license.
• Bi-lingual – Spanish
• Must be proficient with Microsoft Office (Word, basic Excel).
• Must be a self-motivator and self-starter.
• Exceptional listening and analytical skills.

WHAT WE OFFER

• Competitive Compensation and Incentive Structure
• Full Benefits (Medical, Dental, Vision, Disability, Life)
• Paid Time Off
• Referral Program
• 401k

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Agility Insurance Services LLC provides equal employment opportunities to all applicants, without regard to unlawful considerations of or discrimination against race, religion, creed, color, nationality, sex, sexual orientation, gender identity, age, ancestry, physical or mental disability, medical condition or characteristics, marital status, or any other classification prohibited by applicable local, state, or federal laws. Agility Insurance Services LLC may obtain a ‘consumer report’ about you from a consumer reporting agency for employment purposes. A ‘consumer report’ is a background screening report that may contain information regarding your criminal history, driving history, and information about you.

Job Type: Full-time

Pay: $20.00 – $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation package:

• Hourly pay
• Overtime pay

Experience level:

• 2 years
• 3 years
• 4 years

Schedule:

8 hour shift

Experience:

Call center: 2 years (Required)

Language:

 Spanish (Required)

License/Certification:

Texas State Life and Health Insurance License (Required)

Work Location:

 In person