Job description

PURPOSE OF THE POSITION

We are seeking a detail-oriented QA for a critical operational role responsible for quality monitoring, compliance adherence, agent training, and continuous improvement for Private Health Insurance Function. The QA will work closely with the Program Manager of the function alongside other relevant stakeholders to maintain service excellence across all channels.

KEY ACCOUNTABLIITIES

Quality Monitoring

• Conduct audits of a minimum of two calls per agent per day and maintain accurate QA scorecards.

• Monitor call quality and ensure adherence to defined service standards and processes.

Compliance & Risk Management

• Identify and immediately escalate compliance risks, process deviations, and script breaches to the Operations Specialist.

• Ensure agents consistently follow regulatory and organizational guidelines.

Escalation Handling

• Manage and resolve escalated customer interactions in a timely and professional manner.

• Document outcomes and resolutions for quality tracking and continuous improvement.

Rework Management (Jira)

• Handle rework requests received through voicemails and emails using Jira.

• Track, update, and close rework tickets within defined timelines.

Training & Development

• Conduct agent training, coaching, and retraining sessions in collaboration with Training Team.

• Identify skill gaps, recommend training interventions, and escalate systemic issues to the Project Manager with supporting evidence.

Administration & Platform Management

• Perform manual submissions from Econnex whenever required.

• Manage user onboarding, access provisioning, and content updates across the LMS, Website, and Agent Portal.

Content Coordination

• Liaise with the Content Team to ensure scripts, knowledge base articles, and email templates are developed, updated, and readily available.

Reporting & Analytics

• Compile, maintain, and analyze Call Centre operational data and quality reports.

• Provide accurate reporting and insights to support operational reviews and decision-making.

YOUR SKILLS AND EXPERIENCE

• Attention to Detail: Ability to identify inconsistencies, compliance gaps, and script deviations across high call volumes.

• Communication: Clear verbal and written communication skills for escalation reporting, agent feedback, and cross-functional coordination.

• Analytical Thinking: Ability to interpret QA data, identify trends, and present evidence-based training recommendations.

• Accountability: Takes ownership of audits, rework activities, and deliverables while ensuring adherence to timelines with minimal supervision.

• Collaboration: Works effectively with the Project Manager, Content Team, and Training Team to achieve operational objectives.

• Technical Proficiency: Proficient in using Jira, LMS, Agent Portal, Econnex, and reporting tools.

• Customer Orientation: Demonstrates empathy, professionalism, and a resolution-focused approach when handling escalated customer interactions.

Someone shared one job with you. ASAI keeps finding the rest.

Scored, not searched. Every role ranked against your actual profile.

Alerts as often as hourly. Reach new roles while the pile is still small.

Skill gaps, spelled out. See exactly which requirements you don't meet yet.

Verified jobs, only. Say no to ghost jobs. Your time deserves respect.