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Director of Quality Assurance

  • Anywhere

Company :
GoHealth

Location :
Chicago, Illinois

Expiry Date :
Sun, 08 Nov 2020 23:59:59 GMT

Apply Job :
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Description :
GoHealth is looking for a Director of Quality Assurance to lead our QA team at our Charlotte sales call center. This is a great time to join a growing company as we continue to expand within the health tech market. You will report to the Vice President of Operations and will partner will Senior Management across multiple businesses to ensure consumers are receiving exceptional customer service from our sales insurance agents and ensure that compliance processes are followed.
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Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.
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Responsibilities:
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Lead in-house Quality Assurance team to meet evolving needs across multiple departments
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Establish procedures that produce high-quality customer satisfaction, experience, and loyalty that exceeds customer and industry standards
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Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans
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Create new ways to receive and track relevant customer feedback
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Organize periodic calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process
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Use text analytics software to understand customer challenges, and calibration of quality monitoring results
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Dive deep into customer escalation and transfer processes to identify causes and implement process improvements around reduction
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Skills and Experience:
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Bachelors degree in applicable field
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5+ years of experience in a quality assurance role in a multi-site/multi-channel environment
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Experience working directly with data, text, or speech analytics tools used to identify and improve experience and process
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Experience using data to determine cause and effect relationships, with an ability to create project plans using this data into applicable change
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Experience managing and empowering a growing team
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Demonstrate logical and decision thought while having the ability question norms
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Convey and influence improved strategic decisions across the organization
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Project management skills with the ability to produce results
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Benefits and Perks:
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Open vacation policy because work life balance is important
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401k program with company match
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Employee Stock Purchase Program
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Medical, dental, vision, and life insurance benefits
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Paid maternity and paternity leave
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Professional growth opportunities
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Generous employee referral bonuses
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Charitable events
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Employee Resource Groups
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Work from Home Stipend
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GoHealth is an Equal Opportunity Employer
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Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we’re safe to do so following the guidance of local health authorities and the CDC.
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