Quality Assurance Analyst

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, ...