Call Center QA Support Analyst

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🕒 6 dias atrás

🐊 Florida, Michigan, +1 estados a mais – Remoto

🐊 Florida – Remote 🚗 Michigan – Remote 🤠 Texas – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🔧 Engenheiro de QA (Qualidade de Software)

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Centro Benefits Research

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

⚕️ Seguro de Saúde

Consulting • Healthcare Insurance • Technology

A Centro Benefits Research é uma empresa de consultoria em benefícios complementares e tecnologia que capacita corretores e seguradoras a oferecer resultados ótimos para seus clientes. Com seu profundo conhecimento do setor e consultoria especializada, a Centro se concentra em aprimorar os resultados dos clientes, aumentando a receita das agências e reduzindo os custos operacionais. As soluções tecnológicas da empresa agilizam o processo de cotação e fornecem aos corretores ferramentas para gerenciar seus negócios de forma eficiente, levando a maior precisão nas propostas e tempos de resposta mais rápidos.

Descrição

• Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations • Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement • Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts • Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems • Monitor participation and engagement in trainings, internal chats, and Agent activities • Track adherence to attendance policies and scheduled appointments • Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication

🎯 Requisitos

• Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment • Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred • Strong understanding of metrics, KPI monitoring, and performance reporting • Experience with data aggregation, analysis, and production performance evaluation • High School Diploma or equivalent required; Associate Degree or Business Certificate preferred • Experience working in a remote or work-from-home environment • Advanced technical proficiency with Excel and Microsoft Applications • Fluent in English with strong written and verbal communication skills • Bilingual Spanish fluency highly preferred

🏖️ Benefícios

• Company-provided equipment: computer, monitors, keyboard, headset • Full-time remote (work-from-home) opportunity • Personalized coaching, training, and development programs • Recognition and rewards for strong performance • Opportunities for career growth and internal advancement • A collaborative, inclusive culture of motivated professionals and leaders