Willis Towers Watson

Seasonal QA Representative

Posted on Jul 15 62 views Tampa, FL

The Quality Assurance Representative is a full-time position that monitors the sales and enrollment activities of our marketing staff for compliance with legal and regulatory requirements, carrier-specific requirements and adherence to approved scripts by performing the following duties.
Essential Duties and Responsibilities
  • Navigate computer systems to efficiently locate specific customer data including call recordings, enrollment applications and scorecards.
  • Search various approved websites to confirm the accuracy of data being presented to the customer.
  • Maintain a full, functional understanding of the products and the compliance requirements of the plans you are assigned to audit.
  • Record/report findings and provide written factual explanations defining your conclusions.
  • Conduct sales/enrollment audits in response to allegations generated by both internal and external sources.
Core Competencies
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
Required Education / Experience
  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
  • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • To perform this job successfully, an individual should have knowledge of Contact Management systems and Internet software.
  • Basic computer skills with the ability to type 35 wpm.
Other Required Skills and Abilities
  • Work independently
  • Adapt quickly to change
  • Strong reasoning skills
  • Strong problem solving abilities
  • Ability to multi task
  • Must be able to apply ethical reasoning to a variety of scenarios
  • Detail oriented
Equal Opportunity Employer/Vet/Disability