Quality Assurance Evaluator

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Perform audits and assessments of crucial insurance processes and interactions based on established scorecards and quality benchmarks.

• Accurately and consistently score and document findings, highlighting errors, risks, and compliance issues.

• Engage in calibration sessions with the QA Team Lead and fellow auditors to ensure alignment on scoring interpretations.

• Provide clear and constructive feedback regarding audit outcomes to agents or process owners undergoing evaluation.

• Recognize recurring trends, error patterns, and opportunities for improvement, and escalate these to the QA Team Lead.

• Keep precise and organized records of completed audits, scores, and supporting documentation.

• Remain updated on process, product, and policy changes to ensure evaluations reflect the most current standards.

• Convey audit-derived insights and real-life examples to Learning & Development to enhance training content, without being responsible for training design.

⛳️ Requirements

• A bachelor's degree or equivalent experience in Business, Insurance, or a related field is preferred.

• Minimum of 1 year experience in quality assurance, auditing, or insurance operations, including claims, underwriting, customer service, or policy administration.

• Familiarity with U.S. insurance products, claims, or policy administration is preferred.

• Experience with QMS platforms or AI-driven QA tools, such as automated scoring or speech/conversation analytics, is preferred.

• Comfort with using AI tools in daily tasks to automate routine activities and enhance productivity is preferred.

• Strong attention to detail with the ability to consistently apply quality standards.

• Excellent written and verbal communication skills in English.

• Ability to give and receive feedback in a clear and constructive manner.

• Proficient in Excel, with familiarity in using QA or reporting dashboards.

• Capability to work independently and maintain productivity in a remote, distributed team setting.

• A quiet workspace is essential.

• An internet connection with a minimum download speed of 30 Mbps and upload speed of 10 Mbps is required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible working hours and remote work opportunities.

• Comprehensive health and wellness benefits.

• Professional development and continuous learning opportunities.