Quality Assurance Associate

📋 Description

• Assess CX quality by reviewing case work and customer comms.
• Score interactions using the QA data system across phone, email, chat.
• Ensure information is accurate and conforms to policies.
• Develop recommendations to training materials to improve CX.
• Review knowledge bases and procedures for compliance.
• Provide trend data and actionable insights to QA management.

🎯 Requirements

• 1-2 years experience in customer support, customer success, operations, or related role
• QA experience is a plus
• Life insurance or related industry experience is a plus
• Independently identify problems and perform root cause analysis
• Proficient with Salesforce or equivalent help desk software
• Strong intellectual curiosity and problem-solving drive