Quality Assurance Representative (Temporary)

Bloom•Bloomington, IN

About The Position

Bloom, the insurance industry’s trusted growth partner, is seeking a motivated and skilled Quality Assurance Representative to join our team for the Annual Enrollment Period (October 15 – December 7). This is a temporary Quality Assurance Representative position supporting Bloom’s Medicare sales programs during the busiest part of the year. The role typically begins in August or September, depending on business needs and program assignment. Agents will be assigned schedules within our Hours of Operation (HOO) and are expected to maintain flexibility to work shifts across operating hours, including potential weekend and evening coverage, based on business needs. During Annual Enrollment Period (AEP) hours of operation typically run Monday-Sunday, 8:00 AM – 11:00 PM EST. In this role, you will monitor recorded calls using rigorous standards to help agents develop habits and actions that improve their overall job performance. QAR’s must possess a superior attention span, enjoy a fast-paced environment, and demonstrate efficiency and accuracy when reviewing and scoring recorded calls. This is a temporary role aligned with the Annual Enrollment Period (AEP), which runs October 15 – December 7. There is potential for the contract to extend into the Open Enrollment Period (OEP), January 1 – March 31, based on performance and business needs. Upon completion of the season, high-performing agents may be considered for transition to a full-time benefits eligible role, depending on available opportunities. Ready to make an impact and accelerate your career? Join Bloom and be part of something big!

Requirements

High school diploma or GED
Experience in Customer Service, Call Center Experience and/or Quality review in a Call Center Environment preferred
Proficient with Windows programs, specifically Excel
Strong comprehension skills
Robust writing skills
Adept verbal communication skills
Detail-oriented
Proven ability to work accurately and efficiently with daily deadlines
Effective multitasking aptitude
Able to work independently without supervision, and as part of a team
Discreet and professional attitude
Always maintain discretion and professionalism regarding agent performance

Responsibilities

Conduct quality monitoring of call center agent recordings using documented standards and systems to identify trends and make recommendations for improvement, where applicable.
Identify performance gaps in soft skills, administrative service, and established policies or processes.
Summarize findings and recommend solutions to management for individual and systematic and or process improvements.
Collaborate with the call center management team to implement solutions.
Document agent interaction with callers for both agent feedback and tracking purposes.
Flag compliance issues when identified and escalate to the appropriate department.
Communicate with managers on agent progress and follow up.
Review Bloom intranet, emails, and agent folders to stay updated on program specifics.
Keep informed on daily client requests through monitoring Teams channels and QA group chats and incorporate those into the evaluation forms, where applicable.
Attend calibration sessions, if scheduled by client/manager.
Assist in ad-hoc projects, including live monitoring and/or coaching.
Assist with onboarding new Quality Assurance Representatives through nesting activities.
Perform all other duties as assigned.