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

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

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

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

🔗 Learn more about us through our official pages

Website: https://twoconnect.com.au/

Careers: https://apply.workable.com/twoconnect-careers/

LinkedIn: https://linkedin.com/company/twoconnectau

Facebook: https://www.facebook.com/2woconnect/

Instagram: https://www.instagram.com/twoconnect_/

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Twoconnect is an Australian-owned managed offshoring services provider. We help improve efficiency and reduce operating costs by seamlessly integrating remote staff in the Philippines with local operations.