DE030867 - Quality Assurance Analyst

This job is with Accenture, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

• ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---POSITION TITLE: Quality Assurance AnalystWORK SETUP: HybridResponsibilities:
• This role involves listening to recorded FNOL (First Notice of Loss) calls and assessing whether agents adhere to approved scripts, deliver mandatory disclaimers, and follow escalation protocols. The reviewer evaluates the agents ability to actively listen, summarize the callers needs, and maintain professionalism throughout the interaction. For non-voice transactions, the reviewer checks written documentation for clarity, completeness, and compliance with regulatory and client-specific requirements.
• The Quality Reviewer compiles audit findings into performance reports that highlight trends, recurring errors, and areas for improvement. These insights are shared with team leads and stakeholders to drive operational excellence. The reviewer also participates in regular calibration sessions to align scoring standards across the team, ensuring consistency and fairness in evaluations.
• Based on audit outcomes, the reviewer identifies skill gaps and training needs among claims intake agents. They collaborate with training teams to develop targeted coaching plans and refresher modules. Additionally, the reviewer plays a key role in onboarding new hires and supporting transitions-such as process changes, system upgrades, or client expansions-by updating quality criteria and helping new team members understand expectations.OTHERSProject Shift Schedule: Mid ShiftProject Rest Day: WeekendsProject/Team Location: Muntinlupa Filinvest Axis Tower One
  
  

• Minimum of 2 years of relevant experience
• Work experience in insurance/claims is preferred but not required
• High level of integrity and professionalism, with a strong work ethic and commitment to ethical standards
• Detail-Oriented with Strong Analytical Skills
• Must have a keen eye for detail and strong analytical skills to accurately review claims, identify errors and compliance gaps, and recommend solutions that improve process efficiency
• Effective Communicator with Adaptability and Service Orientation
• Communicate clearly and work well with teams and clients, while staying adaptable in fast-paced environments