The Agent Oversight Analyst reviews and prioritizes insurance complaints while tracking cases against service-level expectations. They also analyze case data to identify trends and metrics that support leadership in driving accountability and process improvements.
Handle inbound and outbound calls to assist members with health insurance application details and next steps. Maintain clear, compassionate communication while ensuring compliance and protecting sensitive personal health information.
The QA Representative monitors sales and enrollment activities to ensure compliance with legal, regulatory, and carrier-specific requirements. This includes auditing call recordings and applications to verify accuracy and documenting findings with factual explanations.
