Quality Analyst - Lahore, Punjab

Job summary

The Quality Assurance Specialist will be responsible for monitoring, evaluating, and improving the quality of calls handled by the agent team. This role ensures compliance with internal standards, carrier guidelines, and Field Marketing Organization (FMO) requirements.

Responsibilities

• Listen to inbound and outbound calls to assess quality, compliance, and professionalism.
• Prepare detailed quality reports with feedback for agents and supervisors.
• Ensure all calls meet company and regulatory standards.

• Document call review findings and share with management.
• Highlight recurring issues and suggest corrective action plans.
• Track agent performance improvements over time.

• Review and assess the quality of leads and contact lists loaded in the dialer.
• Flag poor-quality lists and recommend replacements.
• Provide weekly reports on lead performance and connect ratios.

• Regularly contact insurance carriers and FMOs to check on application statuses.
• Verify updates on submitted enrollments and report discrepancies to superiors.
• Maintain proper communication logs for follow-ups.

• Ensure adherence to CMS and carrier compliance requirements.
• Suggest process improvements to enhance customer experience and operational efficiency.
• Participate in QA calibration sessions with management.

This is an Internship position that will lead to a permanent position. Training provided

Job description