FBS Quality Analyst (Call Center)
Core
First line of defense ensuring effectiveness of quality programs and business operations controls to minimize exposures and strengthen the business control environment.
Role type
Quality Analyst (Call Center)
Builds
Quality assurance plans, audit summaries, and business control assessments
Domain
Insurance / Financial Services / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Quality program oversight, business control assessment, process evaluation, data-driven insight generation, audit result analysis, compliance monitoring, corrective action planning, stakeholder collaboration, team mentoring, bilingual communication
Preferred skills
Leadership experience, insurance industry experience
Technologies
Microsoft Office, Quality Database
Responsibilities
Support implementation of quality initiatives through procedure oversight and business control assessments; troubleshoot quality concerns and identify trends to ensure compliance and reduce risk; ensure business operations comply with underwriting, compliance, and financial controls; translate data into insights and make recommendations for improvement; execute quality assurance plans and analyze audit results; facilitate engagement with Legal, Compliance, Finance, Product, and Underwriting; monitor and validate business controls; maintain data and processes within the quality database; mentor new team members.