QA SPECIALIST, LHIS

Responsibilities

• Conduct quality evaluations of sales and service interactions through live monitoring, call recordings, and transaction reviews.
• Evaluate customer interactions for compliance with company policies, carrier guidelines, regulatory requirements, and quality standards.
• Monitor and evaluate customer interactions handled by AI-powered virtual agents, identifying opportunities to improve conversation flows, customer experience, containment rates, and escalation accuracy.
• Complete quality assessments accurately and document results within established quality management systems.
• Monitor individual and team performance using quality monitoring tools and reporting systems.
• Identify coaching opportunities, training needs, and recurring performance trends, and communicate findings to leadership and the Training team.
• Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
• Prepare, analyze, and present quality reports, metrics, and performance insights to managers and leadership.
• Identify process improvement opportunities and provide recommendations to enhance quality, efficiency, compliance, and customer experience.
• Maintain a working knowledge of insurance products, underwriting guidelines, agency procedures, and operational processes.
• Partner with operational leaders to support quality initiatives, special projects, and continuous improvement efforts.
• Maintain confidentiality and professionalism while handling sensitive employee and customer information.
• Perform other duties as assigned.

Qualifications

• Minimum two years of experience in Quality Assurance, Contact Center Operations, Insurance Operations, Training, or a related field.
• Strong analytical skills with the ability to interpret performance data and identify trends.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail with the ability to evaluate work objectively and consistently.
• Ability to build collaborative relationships across departments and provide constructive feedback.
• Proficiency with Microsoft Office applications, reporting tools, quality monitoring systems, and contact center technology.
• Self-motivated with strong organizational, time management, and problem-solving skills.
• High School diploma required.
• Property & Casualty General Lines Agent License is preferred.