Job Summary

The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions and operational processes within the contact center. The role focuses on ensuring compliance with insurance standards, billing accuracy, ECC account management, and service excellence while identifying trends and recommending continuous improvement initiatives.

Qualifications

• Bachelor’s degree preferred; equivalent work experience will be considered
• 1–2 years of pure insurance experience, preferably in:
• Billing
• Account management
• Policy servicing
• Minimum of 2–3 years of contact center experience
• At least 1 year in a Quality Assurance, auditing, or compliance role
• Strong working knowledge of:
• Insurance billing processes
• ECC account management
• Proficient in MS Office applications
• Experience using QA tools, CRM systems, and contact center platforms
• Excellent analytical, communication, and documentation skills
• Highly detail-oriented with the ability to identify trends and recommend actionable solutions

Key Responsibilities

• Conduct regular quality audits of customer interactions and insurance transactions
• Evaluate compliance with insurance policies, billing standards, and internal procedures
• Identify performance gaps, trends, and root causes of quality issues
• Prepare and maintain accurate QA reports and documentation
• Provide constructive feedback and coaching recommendations to operations teams
• Collaborate with stakeholders to implement quality improvement initiatives
• Support compliance, audit readiness, and continuous process enhancement efforts

Key Competencies

Strong attention to detail and accuracy

Analytical and problem-solving mindset

Effective verbal and written communication

Ability to work independently and manage multiple evaluations

Sound judgment and confidentiality handling