Quality Assurance Specialist

We're looking for a detail-oriented QA professional to ensure top-notch service quality in our Insurance Brokerage operations. Join a team where your insights make a real impact!

About the Company:

A a dynamic insurance brokerage operation committed to delivering excellent customer experiences. We value accuracy, empathy, and continuous improvement across our teams.

About the Role:

As a QA Specialist, you will monitor inbound and outbound calls, ensuring compliance with scripts, policies, and procedures. You will provide actionable feedback to enhance agent performance and support continuous improvement initiatives.

Key Responsibilities:

• Evaluate agent performance on calls using criteria such as accuracy, empathy, and adherence to policies.
• Provide detailed feedback and actionable insights to agents.
• Collaborate with the training team to recommend coaching sessions or refresher courses.
• Support voice campaigns with accurate QA evaluations.

Must-Have Qualifications:

• At least 2 years of QA experience in call center operations.
• Experience handling Insurance Brokerage accounts.
• Knowledge of Properties & Casualties Insurance.
• Experience supporting voice campaigns.

Good-to-Have:

• Familiarity with call evaluation tools and QA frameworks.
• Previous collaboration with training teams for performance improvement.

How to Apply:

Click Apply and submit your application via LinkedIn. Ensure your resume highlights relevant QA and insurance brokerage experience.