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Quality Assurance Specialist

Quality Assurance Specialist

Ritter Insurance Marketing

Harrisburg, PA

About Ritter Insurance Marketing

Ritter Insurance Marketing is an independent marketing organization supporting independent insurance agents in the senior health and life insurance market. Based in Harrisburg, Pennsylvania, Ritter has satellite offices in New York, Nebraska, Idaho, Arizona, Florida, Maryland, North Carolina and Ohio. More than 280 full-time Ritter employees support the business of over 15,000 independent insurance agents in all 50 states. Its proprietary software development and agent service departments develop and market leading business solutions for insurance agents.  Ritter is a proud member of the Integrity Family of Companies.

Job Summary

Responsible for reviewing sales calls and tracking call quality as well as reviewing and running audits on other resources as needed.

Primary Responsibilities:

  • Review and report on inbound/outbound calls for the Sales Department.

  • Stay up to date with Sales processes and procedures, Medicare information, CMS compliance, and Ritter tools/services.

  • Consult with Learning Development team periodically to discuss areas that require improvement and track ongoing issues toward improvement.

  • Provide QA data reporting to Sales Leadership on a monthly basis.

  • Provide QA data reporting on individuals as requested.

  • Review/Audit other sales resources as needed

  • Miscellaneous tasks as assigned by Supervisor. 

Primary Skills & Requirements:

  • High School Diploma or equivalent.

  • Bachelor’s degree in education, Marketing, or Sales preferred but not required.

  • Active Life/Health Insurance License preferred but not required.

  • Thorough understanding of insurance, primarily Medicare, and insurance sales or the interest and ability to learn.

  • Thorough knowledge of Sales, Marketing, Contracting, and New

  • Business operations and procedures or the interest and ability to learn.

  • 1-2 years Customer Service experience.

  • Experience in QA for call monitoring preferred but not required.

  • Competent Microsoft Office Suite, especially Excel, is needed.  

  • Effective communication, both verbally and written.                                                          

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. 

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.

Average salary estimate

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What You Should Know About Quality Assurance Specialist, Integrity Marketing

As a Quality Assurance Specialist at Ritter Insurance Marketing in Harrisburg, PA, you will play a crucial role in ensuring the quality and compliance of our sales calls. Your primary focus will be to review both inbound and outbound calls made by our Sales Department, providing invaluable insight into call quality. You'll be immersed in our processes, staying updated with Medicare information and CMS compliance, while using your keen eye to audit and track various resources as needed. Collaboration is key, as you will often consult with our Learning Development team to identify areas that need improvement, ensuring continuous growth and development within the company. Reporting will also be a big part of your job, as you'll provide data analysis to Sales Leadership every month, highlighting individuals' performance and overall trends. While you might come in with a basic understanding of the insurance landscape, especially Medicare, we are here to support your learning journey! If you possess strong communication skills and a passion for customer service, this position could be the perfect fit for you. Join Ritter Insurance Marketing to help enhance our customers' experience while advancing your career in the vibrant insurance sector. We proudly support over 15,000 independent insurance agents across the nation, providing you with unique opportunities to learn and grow within a supportive environment.

Frequently Asked Questions (FAQs) for Quality Assurance Specialist Role at Integrity Marketing
What are the primary responsibilities of a Quality Assurance Specialist at Ritter Insurance Marketing?

The primary responsibilities of a Quality Assurance Specialist at Ritter Insurance Marketing include reviewing and reporting on inbound and outbound calls within the Sales Department, conducting audits on various sales resources, and providing monthly QA data reporting to Sales Leadership. The specialist will also collaborate with the Learning Development team to identify areas for improvement, helping to ensure that Sales processes are compliant and effective.

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What qualifications are required for the Quality Assurance Specialist position at Ritter Insurance Marketing?

To qualify for the Quality Assurance Specialist position at Ritter Insurance Marketing, candidates typically need a High School Diploma or equivalent. While a Bachelor’s degree in education, marketing, or sales is preferred, it's not required. An active Life/Health Insurance License is also a plus, alongside strong customer service experience and proficiency in Microsoft Office Suite, especially Excel. An interest in learning about insurance, particularly Medicare, is essential.

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What skills are essential for success as a Quality Assurance Specialist at Ritter Insurance Marketing?

A successful Quality Assurance Specialist at Ritter Insurance Marketing should possess effective communication skills, both verbal and written, as they will need to report findings and collaborate with various teams. Additionally, having a thorough understanding of insurance concepts and procedures or a willingness to learn is critical. Familiarity with QA practices for call monitoring will also be beneficial.

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How does Ritter Insurance Marketing support the career growth of Quality Assurance Specialists?

Ritter Insurance Marketing is dedicated to supporting the career growth of its Quality Assurance Specialists through continuous learning opportunities and a collaborative work environment. By working closely with the Learning Development team and receiving regular feedback on performance, employees can identify areas for improvement and cultivate their skill sets. The strong insurtech focus at Ritter also provides avenues for professional development in an evolving industry.

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What makes Ritter Insurance Marketing a great place to work for a Quality Assurance Specialist?

Ritter Insurance Marketing offers a dynamic and supportive work culture for Quality Assurance Specialists, emphasizing its people-first philosophy. Employees enjoy a rewarding environment where hard work is celebrated, and career advancement is encouraged. With competitive compensation packages and a commitment to employee satisfaction, Ritter represents a fantastic opportunity for professionals in the insurance sector.

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Common Interview Questions for Quality Assurance Specialist
Can you describe your experience with quality assurance in call monitoring?

When asked about your experience with quality assurance in call monitoring, you should share specific examples of your previous roles, the processes you followed, and the impact you made. Highlight any relevant tools you used, how you gathered and analyzed data, and how your insights led to improved team performance.

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How do you ensure compliance with industry regulations in your QA processes?

To demonstrate your understanding of compliance, explain the steps you take to stay updated on regulations such as Medicare and CMS guidelines. Discuss your experience reviewing calls against compliance metrics and how you work with teams to ensure adherence to these standards.

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What methods do you employ to track call quality and performance metrics?

Talk about the various metrics you monitor in your QA position. Discuss how you create evaluation forms, how you score calls, and how you compile feedback for both individual and team performance. Mention your experience with reporting tools if applicable.

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What strategies would you implement to improve call performance based on QA findings?

Your response should reflect your proactive approach. Discuss specific strategies such as conducting training sessions based on QA observations, providing one-on-one coaching, and implementing feedback loops to ensure continuous improvement in call performance.

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How do you handle challenging conversations when delivering QA feedback to team members?

Share your approach to positive reinforcement, focusing on delivering constructive feedback in a supportive manner. Describe how you prepare for such conversations, ensuring they are objective and focused on driving improvement rather than criticism.

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Can you give an example of how you identified a significant issue through QA monitoring?

Be ready to share a specific case where your QA monitoring led to the discovery of a critical issue. Discuss how you communicated your findings and the subsequent actions taken to address the problem, emphasizing the positive results.

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What steps do you take to stay current with changes in sales processes and regulations?

Highlight your commitment to continuous learning. Mention specific resources you rely on, such as industry publications, training sessions, or conferences. Explain how you integrate this knowledge into your QA role to ensure your evaluations are in alignment with current practices.

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How do you balance multiple priorities in a QA role?

Discuss your organizational and time management skills. Provide an example of how you prioritize your responsibilities, manage deadlines, and adapt to changing priorities while maintaining the quality of your work.

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What tools or software are you familiar with that assist in quality assurance?

Mention any relevant QA tools or software you have experience with, such as call monitoring software, CRM systems, or data reporting tools. Explain how you've utilized these systems in your previous roles to enhance quality assurance processes.

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Why do you believe you are a good fit for the Quality Assurance Specialist position at Ritter Insurance Marketing?

This is your chance to connect your experience, skills, and passion with the organization's mission. Discuss how your background aligns with Ritter’s focus on supporting insurance agents and your eagerness to contribute to maintaining high standards within the company.

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DATE POSTED
April 19, 2025

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