Twoconnect

Quality Assurance Analyst – AU/NZ Insurance Experience

Twoconnect

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Review and assess inbound and outbound customer calls against approved QA frameworks, scripts, and service standards, evaluating tone, accuracy, professionalism, customer experience, and compliance.
  • Identify coaching opportunities and provide clear, constructive, and action-oriented feedback.
  • Participate in calibration sessions to ensure consistent and fair scoring.
  • Conduct regular audits of customer files, including policies, claims, complaints, cancellations, and supporting documentation.
  • Ensure compliance with internal policies, governance standards, and regulatory requirements.
  • Verify the accuracy, completeness, timeliness, and appropriate approval of documentation.
  • Identify risks relating to disclosures, decision-making, record-keeping, and process adherence.
  • Document QA and audit findings clearly, maintain accurate records, and provide practical recommendations to relevant stakeholders.
  • Identify and escalate high-risk issues, potential breaches, or systemic concerns in line with internal escalation procedures.
  • Support root cause analysis, continuous improvement initiatives, and QA / audit reporting by tracking trends and emerging risks.
  • Provide insights to support coaching, training, and informed business decision-making.
  • Maintain strict confidentiality and integrity of all QA and audit data.
  • Undertake other role-specific duties as required, including supporting the Compliance Manager.

Requirements

  • Strong attention to detail and sound judgement.
  • Clear written and verbal communication skills.
  • Ability to provide constructive, professional feedback.
  • Good understanding of QA, risk, and compliance principles.
  • Ethical, fair, and respectful approach.
  • Ability to work independently, manage competing priorities, and collaborate effectively.
  • Proactive, solutions-focused mindset with a commitment to continuous improvement.
  • Experience in pet insurance or general insurance.
  • Tertiary qualification in Business, Compliance, or a related discipline.
  • Previous experience in Quality Assurance, Compliance, Risk, or Audit is preferred.
  • Contact centre QA or internal file audit experience is highly regarded.
  • Strong understanding of insurance products and services, particularly within Australia and New Zealand.
Benefits
  • Work from home
  • Mon - Fri: 7:00 AM – 4:00 PM PHT(*adjustments will be made for daylight saving time*)
  • HMO with 1 free dependent and medical reimbursements
  • Government-mandated benefits
  • Work from home allowances
  • Opportunities to work with leading companies in Australia and beyond
  • Training programmes for career development
  • Engaging company outings, team activities and wellness sessions
  • Supportive, inclusive culture
  • Dedicated managers focused on your growth and success
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Quality AssuranceRisk ManagementComplianceAuditCustomer Experience EvaluationDocumentation AccuracyRoot Cause AnalysisContinuous ImprovementData AnalysisFile Auditing
Soft Skills
Attention to DetailJudgementWritten CommunicationVerbal CommunicationConstructive FeedbackEthical ApproachCollaborationProactive MindsetSolutions-FocusedTime Management
Certifications
Tertiary Qualification in BusinessTertiary Qualification in Compliance