Job Summary:

We are seeking a meticulous and detail-oriented Quality Auditor to join our team. The Quality

Auditor will be responsible for monitoring and evaluating the quality of interactions between our

contact center representatives and clients, specifically within the GI sales insurance process. This

role is crucial in maintaining high standards of customer service and ensuring compliance with

company policies and industry regulations.

Key Responsibilities:

Quality Monitoring: Evaluate and assess the performance of contact center agents through call

monitoring, reviewing recorded interactions, and analyzing data to ensure adherence to quality

standards and process guidelines.

Compliance Checking: Verify that all insurance sales processes comply with internal policies,

industry regulations, and legal requirements. Identify any compliance issues and work with agents

to resolve them.

Performance Reporting: Prepare and present detailed reports on audit findings, including

performance metrics, trends, and areas for improvement. Provide actionable insights and

recommendations to enhance service quality.

Feedback and Coaching: Offer constructive feedback to agents based on audit findings. Conduct

training sessions and workshops to address performance gaps and improve overall team

proficiency.

Process Improvement: Collaborate with management to identify and implement process

improvements and best practices. Contribute to the development and refinement of quality

assurance protocols and standards.

Documentation: Maintain accurate and up-to-date records of audit activities, findings, and

corrective actions. Ensure proper documentation of all quality-related processes.

Customer Experience: Ensure that the customer experience is consistently positive by verifying

that interactions meet our service quality benchmarks and that customer feedback is effectively

addressed.

Qualifications:

Experience: Minimum of 2-3 years of experience in a quality auditing or quality assurance role,

preferably within a contact center environment focused on insurance or financial services.

Knowledge: Strong understanding of sales insurance processes, industry regulations, and best

practices in customer service.

Skills: Excellent analytical skills with the ability to interpret data and provide actionable insights.

Strong communication and interpersonal skills for effective feedback and coaching. Proficiency in

quality assurance tools and software.

Education:

Bachelor’s degree in Business Administration, Finance, Insurance, or a related field is preferred.

Certifications: Quality assurance or auditing certifications (e.g., Six Sigma, ISO 9001) are a plus.

Personal Attributes:

Detail-oriented with a keen eye for identifying discrepancies and areas for improvement.

Proactive and solution-focused, with a strong commitment to enhancing quality and compliance.

Ability to work independently and as part of a team in a fast-paced environment.

Industry

• Financial Services

Employment Type

Full-time

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