Quality Specialist (Remote)

Join Us!
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2024 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
This role is responsible for create and monitor workforce management forecasts, queue staffing schedules and accompanying adherence to achieve service level agreements. In addition, the Quality Specialist provides quality control monitoring, staff training, and works on a variety of assigned projects. The ideal incumbent will have strong computer aptitude, be detail oriented and demonstrate strong analytical skills. They must be able to trend and work collaboratively with other areas for process improvements and proposed changes to current processes.• Create active forecasts required for proper call center scheduling.• Generate workforce schedules based on forecasted call volume.• Analyze trends to adjust schedules and forecasts accordingly.• Work with staff to administer time off, training and meeting requests.• Work with supervisors to ensure agent adherence to schedules.• Update skills, contact types, management units and corresponding assignments as necessary using workforce management software.• Deliver timely reporting to management on a daily, weekly, monthly, and ad hoc basis.• Provide feedback and recommendations to supervisors on agent performance and call volume trends to improve productivity.• Work closely with supervisors and managers to understand data needs to manage staff and assist in making strategic decisions (e.g. identifying and reporting KPIs)• Proactively analyze data to provide insight into client inquiry trends.• Provide training to agents on new policies and procedures including client portal enhancements.• Identify new opportunities for process improvements, communications, and consult with supervisors to implement and follow approved changes.• Research and suggest ideas to improve in staff efficiency and productivity.• Work on assigned projects and deliver high quality reporting and outcomes.• Provide support to agents and supervisors who utilize omni-channel routing features.• Conduct standard quality reviews /audits to measure compliance with published policies, procedures, customer, and regulatory guidelines. • Identify and distribute errors to business partners. • Assist with the day-to-day maintenance and operations of assigned functional unit. • Perform analysis of data to identify and communicate trends during day-to-day work. • May perform or assist with special projects/reviews.• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.• Other duties as assigned.
Preferred Qualifications
Years of Experience: • 1-3 years of experience . Degree: • Bachelor's Degree in Finance, Economics, or Communications . Certification: N/A . Skills & Abilities: • Strong computer aptitude with advanced proficiency in Microsoft Outlook, Excel, and Word; experience with call management tools a plus• Excellent verbal and written communication skills • Demonstrate the ability to proactively analyze, problem-solve, and make quick sound decisions.• Detail-oriented, organized, and dependable. • Action oriented - should be motivated by challenging opportunities and thrive in fast paced environments. • High level of ethics and values - must act in accordance with an appropriate set of core beliefs and within Inspira's personal code of conduct.• An aptitude for prioritization and multi-tasking • Strong collaboration skills • A drive to learn and apply new concepts quickly.
Compensation & Benefits
The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.
Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.