Job Summary:

The Quality Assurance Associate is responsible for evaluating the quality and accuracy of verbal authorizations, voice signatures, and other recorded calls.

Key Responsibilities:

• Search for and listen to call recordings from various departments (Medicare Sales, U65 Sales, AHCP Agency Services) on a daily basis
• Listen to recorded voice signatures to confirm validity
• Evaluate and score recorded calls based on various criteria (e.g., compliance, accuracy of information provided to the customer, accuracy of information entered on the application, professionalism, etc.)
• Identify strengths, opportunities for improvement, and any compliance violations in customer interactions
• Provide detailed, insightful, and constructive feedback on call-quality evaluations
• Correct any inaccurate customer information in the CRM system
• Attend training classes, calibration sessions, and team meetings in order to keep abreast of current procedures and business needs
• Search for, export, and send call recordings to the Quality Assurance Supervisor on an ad hoc basis

Supervisory Responsibilities:

This job does not have supervisory duties

Preferred Qualifications:

Education and Experience

• High school diploma or equivalent experience
• 0-2 years of related experience

Certificates, Licenses, Registrations

• None

Functional Skills

• Proficient in Microsoft Office
• Strong attention to detail and high level of accuracy
• Advanced oral and written communication skills
• Advanced listening skills
• Interpersonal skills
• Effective organizational and time-management skills
• Ability to adapt well to new situations and shifting priorities
• High degree of dependability and motivation

#LI-MD1

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.