Quality Assurance Analyst (AU/NZ Insurance Exp) - Work from Home / Dayshift

OVERVIEW

Review and assess inbound and outbound customer calls against approved QA frameworks, scripts, and service standards, evaluating tone, accuracy, professionalism, customer experience, and compliance.

RESPONSIBILITIES

• 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

Key Skills & Competencies:

Essential

• 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.

Desirable

• Experience in insurance, financial services, or a regulated environment.
• Familiarity with complaints handling, QA tools, call recording, or audit systems.
• Exposure to speech analytics or AI-supported QA tools.
• Ability to interpret data and identify trends or risks.
• Understanding of customer vulnerability and customer-centric standards.

REQUIREMENTS

• 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

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• 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