Quality Assurance Analyst

Job Description

POSITION OVERVIEW

The Customer Service department's Quality Assurance (QA) Contractor is responsible for evaluating recorded customer service and mechanical claim phone calls to ensure phone agents are following established procedures and delivering high-quality customer service. The job includes reviewing both audio and screen recordings to verify that conversations and system interactions align with our department goals. The ideal candidate will have strong attention to detail, technical aptitude, and a collaborative mindset. Reliability and openness to feedback are critical, especially during onboarding and calibration periods.

KEY RESPONSIBILITIES

• Conduct quality reviews of recorded phone calls and onscreen activities for both Customer Service and Mechanical Claims agents.
• Assess agent performance based on process adherence, information accuracy, and customer service standards.
• Document findings using established QA scorecards and feedback methods.
• Participate in QA team calibration sessions to ensure scoring consistency.
• Meet and maintain all work productivity expectations and quotas both in-office and remotely.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

REQUIRED QUALIFICATIONS & SKILLS

• At least 1 year of experience in a QA role, preferably in a call center setting.
• Strong attention to detail and the ability to identify process deviations
• Basic technical proficiency, including comfort with reviewing multimedia recordings and navigating internal systems.
• Reliable attendance and punctuality; must consistently adhere to the assigned work schedule.
• Strong communication skills and the ability to accept and apply feedback.
• Self-motivated and capable of maintaining productivity while working independently.
• Must have a dedicated home workspace, free from distractions, on the days they work from home.