Quality Assurance Analyst| Insurance

About the Role:
We are looking for a detail-oriented Insurance Quality Assurance Analyst to champion service excellence and compliance within our Property & Casualty (P&C) operations. You will be responsible for monitoring, evaluating, and improving the quality of customer interactions and policy transactions. Your insights will directly influence coaching, process improvements, and risk mitigation in a dynamic BPO environment. This is an on-site role based in Clark, Pampanga, with a requirement for flexibility across shifts, including nights and weekends.
Key Responsibilities:
Quality Governance: Monitor and evaluate calls, claims files, and policy transactions for accuracy, compliance, and service quality.
Insights & Reporting: Analyze data to deliver clear, actionable weekly/monthly quality reports, highlighting trends, scoring, and performance insights.
Coaching & Collaboration: Provide constructive feedback to agents and teams based on evaluations. Lead and particip...