Quality Assurance Consultant I

Key Responsibilities

• Perform Spanish & English call audits & CTCs for supplier representatives using approved QC parameters, sampling percentage, Right Answers process, and frequency.
• Lead internal and external calibration sessions to ensure audit variance remains within acceptable thresholds.
• Analyze trends and behaviors based on audit findings and report on impact to customer experience.
• Perform RCA & CAPA in collaboration with Ops TL or SME.
• Analyze quality data and share ideas/action plans to improve current processes and drive improvement initiatives.

Qualifications

• Graduates
• Spanish voice process experience preferred

Knowledge/Skills/Abilities/Experience

• Good insurance domain knowledge.
• Good Excel and PowerPoint skills.
• Attention to Detail.
• Effective communicator in Spanish & English.
• Basic knowledge of Quality Tools like RCA, CAPA, Sampling Methodology.
• Good with Reporting/Data Analysis.

Primary Skills

• Analytical Thinking
• Business Optimization
• Management Reporting
• Quality Assurance (QA)
• Quality Auditing

Note: Eligible candidates will go through relevant rounds of Screening, Pre-assessment, Spanish Language proficiency test & interview/s.