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Quality Assurance Analyst (AU/NZ Insurance Exp) - Work from Home / Dayshift

1 day, 1 hour ago
Philippines
Full-time
Mid Level
QA Engineer
Quality Assurance and Testing
Apply Now
Twoconnect

Twoconnect

Twoconnect is a top offshore and BPO company in the Philippines, offering tailored solutions, expert HR consulting, and seamless integration of remote staff to improve efficiency and reduce costs.

Professional Services
51-250
Founded 2016
View All Jobs 26

Description

  • Review inbound and outbound customer calls against approved QA frameworks, scripts, and service standards.
  • Evaluate tone, accuracy, professionalism, customer experience, and compliance in customer interactions.
  • Identify coaching opportunities and deliver clear, constructive, action-oriented feedback.
  • Participate in calibration sessions to support consistent and fair scoring.
  • Conduct regular audits of customer files, including policies, claims, complaints, cancellations, and supporting documentation.
  • Verify the accuracy, completeness, timeliness, and approval of documentation.
  • Identify risks related to disclosures, decision-making, record-keeping, and process adherence.
  • Document QA and audit findings, maintain accurate records, and provide practical recommendations to stakeholders.
  • Escalate high-risk issues, potential breaches, and systemic concerns according to internal procedures.
  • Support root cause analysis, continuous improvement initiatives, and QA/audit reporting by tracking trends and emerging risks.
  • Provide insights to support coaching, training, and business decision-making.
  • Maintain strict confidentiality and integrity of all QA and audit data.
  • Support the Compliance Manager and complete other role-specific duties as required.

Requirements

  • Tertiary qualification in Business, Compliance, or a related discipline.
  • Previous experience in Quality Assurance, Compliance, Risk, or Audit is preferred.
  • Contact centre QA or internal file audit experience is highly regarded.
  • Strong attention to detail and sound judgement.
  • Clear written and verbal communication skills.
  • Ability to provide constructive, professional feedback.
  • Good understanding of QA, risk, and compliance principles.
  • Ethical, fair, and respectful approach.
  • Ability to work independently, manage competing priorities, and collaborate effectively.
  • Proactive, solutions-focused mindset with a commitment to continuous improvement.
  • Experience in pet insurance or general insurance.
  • Experience in insurance, financial services, or a regulated environment is desirable.
  • Familiarity with complaints handling, QA tools, call recording, or audit systems.
  • Exposure to speech analytics or AI-supported QA tools is desirable.
  • Ability to interpret data and identify trends or risks.
  • Understanding of customer vulnerability and customer-centric standards.
  • Strong understanding of insurance products and services, particularly within Australia and New Zealand.

Benefits

  • Work from home, Monday to Friday, 7:00 AM – 4:00 PM PHT, with daylight saving adjustments.
  • HMO coverage with 1 free dependent and medical reimbursements.
  • Government-mandated benefits.
  • Work-from-home allowances.
  • Opportunities to work with leading companies in Australia and beyond.
  • Training programmes for career development.
  • Engaging company outings, team activities, and wellness sessions.
  • Supportive, inclusive culture with dedicated managers focused on growth and success.

Interested in this position?

Apply directly on the company website

Apply Now

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