Job Purpose
The Telemarketing Quality Assurance Associate plays a crucial role in ensuring the quality and compliance of telemarketing interactions. They are responsible for monitoring, evaluating, and providing feedback on telemarketing calls to ensure adherence to scripts, company standards, regulatory requirements, and best practices. The individual will participate and be responsible for continuous improvements in the QA KPI.
Duties and Responsibilities
Call Monitoring
· Review all closed sale calls daily for Telemarketing.
· Promptly report any calls audited with potential quality issues (e.g.
misrepresentation, fraudulent sales)
· Conduct regular and systematic monitoring of telemarketing calls to assess compliance with established guidelines, scripts, and regulatory requirements.
· Provide constructive feedback to address performance gaps and improve overall quality.
· Prepare, track, and send Quality Assurance related reports.
· Perform other duties as assigned.
Qualifications and Experience
· Meticulous and responsible team player.
· Proficient in Microsoft Office.
· Able to multi-task
· Fast learner and able to learn on multiple insurance products.
