Summary: The Compliance & Performance Associate is responsible for monitoring and scoring calls on a daily basis for the department, using a variety of call recording sources and scorecards, and standards for quality monitoring. The position is also responsible for compiling the results to be provided for coaching and continuous improvement initiatives.
Roles & Responsibilities: • Monitors and evaluates Medicare calls/chats, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback. • Monitors and evaluates Under 65 calls/chats, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback. • Seasonally as required Monitors and evaluates external Client Calls/Chats for Medicare and/or Under 65 lines of business, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback. • Provides continual feedback and information data to management for improvement of call handling skills across multiple products and clients. Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards. Conducts monthly audit processes to remain compliant – language line/Florida Relay. • Coordinates call calibration for Team Leads, Supervisors, and Managers once a month or bi-monthly. Assist Sales Managers or Team Leads in providing real-time coaching. • Assists with creating, defining, and implementing areas of opportunity for continual refresher training throughout the call center. • creates and presents training materials in a one-on-one and/or classroom-style setting to new and existing employees. • Performs other duties as assigned
Job requirements: • Strong written and oral English communication skills. • Experience multi-tasking and working independently Ability to work at a desk while using a telephone/headset and computer and to talk and correspond simultaneously with employees, management, corporate contacts, as well as customers and clients. • Strong analytical, organizational, and time-management skills. • Demonstrated ability to maintain confidentiality and professionalism at all staff levels • Working knowledge of call center software • Strong PC skills, including Microsoft Office and Internet navigation skills l. • Experience working with and improving customer experience. • Knowledge of product or client compliance procedures
Required Work Experience 0-2 years of related work experience or equivalent combination of transferable experience and education
Required Education High school diploma or GED
Note: The Company is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAhr@spectraforce.com .Position is offered by a no fee agency. Location : 4800 Deerwood Campus Parkway, Building 100, Jacksonville, Florida, United States, 32246 About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $20.00/hr.
