Job Title: Quality Assurance Analyst – Insurance

Status: Very Urgent | Active
Level: Specialist
Headcount: 2
Location: Alabang, Muntinlupa City
Work Setup: Onsite
Shift: Graveyard (GY)
Salary Range: PHP 35,000 – 38,000
Target Start Date: 13 February



Job Overview

The Quality Assurance Analyst – Insurance is responsible for evaluating contact center transactions to ensure compliance with insurance billing, ECC account management, and policy servicing standards. This role drives continuous improvement by identifying quality gaps, analyzing trends, and providing actionable insights to Operations and Training teams.

Key Responsibilities

• Conduct end-to-end quality audits of calls, emails, chats, and/or back-office transactions related to insurance services
• Evaluate agent performance against quality standards, compliance requirements, and SLAs
• Ensure accurate handling of insurance billing, ECC account management, and policy servicing
• Document audit findings clearly and consistently using QA tools
• Identify trends, root causes, and recurring issues impacting quality and customer experience
• Participate in calibration sessions with Operations, Training, and Leadership
• Recommend process and training improvements based on quality results
• Support internal and external audits as required
• Prepare quality performance reports, dashboards, and insights

Qualifications

• Bachelor’s degree preferred; equivalent work experience accepted
• 1–2 years of pure insurance experience (billing, account management, or policy servicing)
• 2–3 years of contact center experience, with at least 1 year in QA or auditing
• Strong working knowledge of insurance billing processes and ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office, QA tools, and CRM/contact center systems
• Highly detail-oriented with strong problem-solving and analytical capabilities
• Willing to work onsite in Alabang, Muntinlupa City on a graveyard shift