Quality Assurance Analyst

Job Description:

This role involves listening to recorded FNOL (First Notice of Loss) calls and assessing whether agents adhere to approved scripts, deliver mandatory disclaimers, and follow escalation protocols. The reviewer evaluates the agent's ability to actively listen, summarize the caller's needs, and maintain professionalism throughout the interaction. For non-voice transactions, the reviewer checks written documentation for clarity, completeness, and compliance with regulatory and client-specific requirements.

The Quality Reviewer compiles audit findings into performance reports that highlight trends, recurring errors, and areas for improvement. These insights are shared with team leads and stakeholders to drive operational excellence. The reviewer also participates in regular calibration sessions to align scoring standards across the team, ensuring consistency and fairness in evaluations.

Based on audit outcomes, the reviewer identifies skill gaps and training needs among claims intake agents. They collaborate with training teams to develop targeted coaching plans and refresher modules. Additionally, the reviewer plays a key role in onboarding new hires and supporting transitionssuch as process changes, system upgrades, or client expansionsby updating quality criteria and helping new team members understand expectations.

Job Qualifications:

Minimum of 2 years of relevant experience

Work experience in insurance/claims is preferred but not required

High level of integrity and professionalism, with a strong work ethic and commitment to ethical standards

Detail-Oriented with Strong Analytical Skills

Must have a keen eye for detail and strong analytical skills to accurately review claims, identify errors and compliance gaps, and recommend solutions that improve process efficiency

Effective Communicator with Adaptability and Service Orientation

Communicate clearly and work well with teams and clients, while staying adaptable in fast-paced environments

Project Shift Schedule: Mid Shift

Project Rest Day: Weekends

Project/Team Location: Muntinlupa Filinvest Axis Tower One