Customer Service Quality Analyst (Medicare Insurance Sales) - Temporary (Remote) - Alight - Illinois - work from home jobCompany: AlightJob description: Our storyAt Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, gives companies and employees around the world the ability to power confident decisions, for life.With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.Learn more at careers.alight.comAlight Quality AnalystThe Quality Analyst is responsible for ensuring that our agents consistently deliver a “WOW” experience to customers. The goal is to drive agent performance to exceed Aon and client-specific contractual performance standards, including WOW customer service skills, operational efficiency, sales expectations, and compliance requirements as defined by federal or state regulatory agencies. This is accomplished through targeted call monitoring and scoring, focused coaching, channel feedback review, data analysis, training, and process improvement identification. The Quality Analyst is expected to have significant amounts of written and verbal interactions with S&SC colleagues.Job Responsibilities:• Timely completion of assigned work with high level of accuracy, demonstrating an understanding of various Aon delivery models and best practices• Active participation in training, calibration sessions, and outlier meetings• Actively contribute to continuous improvement efforts by identifying and communicating process improvements and business insights• Support and facilitate tough coaching conversations with acceptable outcomes• Coach, train, and develop Sales & Service Center colleagues (work with coach/manager)• Hold associates accountable for behaviors that support the Aon policies and guidelines (e.g. Code of Business Conduct, HIPAA, Data Privacy)Skills:• Proficiency in quality coaching and delivering effective and timely colleague feedback• Proficiency in Aon Customer Service Principles• High learning agility and ability to learn and interact with multiple Aon call center systems and knowledge tools.• Strong communication skills via email, phone, and chat with colleagues and/or third-party contacts• Strong time management skillsQualifications:Required Experience• Subject Matter Expert (SME) for Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP) ARHS only• Operates independently in managing multiple complex situations and/or projects• Influences others through strong verbal and written communications• 2+ years of experience in a Medicare insurance industry (ARHS only) and/or,• 2+ years of experience in insurance tele-sales and/or customer service environmentRequired Education• Bachelor’s degree (in a business context preferred) or 5+ years equivalent work experience requiredBy applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.Our commitment to Diversity and InclusionAlight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.Diversity Policy StatementAlight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.Authorization to work in the Employing CountryApplicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.#LI-RemoteWe offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.Pay Transparency Statement: Alight takes into consideration a candidate’s experience, education, certification/credentials, market data, internal equity, and geography when determining an offer for a successful employment candidate, and Alight does so on an individualized, non-discriminatory basis. Therefore, an offer may fall anywhere between the estimated minimum base salary for this role of $44,600.00/year (for full time employees) and the estimated maximum base salary for this role of $92,100.00/year (for full-time employees). Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:DISCLAIMER:Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.Customer Service Quality Analyst (Medicare Insurance Sales) - Temporary (Remote) - Alight - Illinois - work from home jobExpected salary: $44600 per yearLocation: Illinois Customer Service Quality Analyst (Medicare Insurance Sales) - Temporary (Remote) - Alight - Illinois - work from home jobJob date: Thu, 15 Jun 2023 03:55:22 GMTApply for the job now! Customer Service Quality Analyst (Medicare Insurance Sales) - Temporary (Remote) - Alight - Illinois - work from home job