Job Description

Affinity health Careers – Quality Assurance Agent

Affinity Health is seeking experienced Quality Assurance Agents to join our team. The ideal candidate will ensure our sales calls and applications meet high-quality and compliance standards, contributing to an exceptional customer experience.

Key Responsibilities:

Sales Call Quality Verification:

• Access and review telephony sources for sales call recordings.
• Verify and correct member information captured during calls, updating CRM details as necessary (e.g., names, email addresses, ID numbers).

Application Audit for Accuracy and Compliance:

• Confirm the accuracy of “needs analysis” for sales applications.
• Assess the appropriateness of products sold based on member needs and verify correct benefit communication.
• Identify and report any potential financial risk factors in calls or applications.
• Cross-check CRM notes against sales calls and ensure all compliance requirements are met.
• Confirm that all essential supporting documentation is included, requesting any missing documents as needed.
• Manage policy dispositions (activation, endorsement, cancellation, or send-back) and complete QA scorecards.

Administrative Duties:

• Conduct “Self-Check” for process completion and maintain detailed daily records on Google Sheets.
• Create query tickets for supervisor or coach review.
• Record reasons for policy send-backs and handle updates for policy inception dates due to system bugs.
• Support additional tasks as assigned by the supervisor.

Skills and Requirements:

• Qualifications: Matric
• Experience: Minimum 1 year in Quality Assurance, customer care, or data capturing
• Skills:
  • Strong communication (both verbal and written)
  • Excellent listening and interpersonal skills
  • Proficient in MS Office, especially Excel
  • Detail-oriented with strong time management and record-keeping abilities

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