Quality Assurance Analyst

Role Overview

This role sits at the heart of the customer service function, where you will systematically review and assess every interaction a customer has with the organisation — from phone calls and emails to digital queries and in-person visits. Your goal is to uncover friction points, recognise excellence, and turn raw feedback into concrete improvements that lift customer satisfaction while keeping operations smooth and cost-effective. Working alongside frontline teams and process owners, you will be the driving force behind a culture of continuous quality enhancement.

Key Responsibilities

• Carry out structured evaluations of customer interactions across all service channels, using defined scoring criteria to measure accuracy, empathy, compliance, and resolution effectiveness.
• Analyse customer feedback from surveys, complaints, and social channels to identify recurring themes, pain points, and emerging service gaps.
• Design and implement targeted quality improvement initiatives, working with operations teams to embed lasting changes into daily workflows.
• Prepare detailed quality performance reports for management, highlighting trends, root causes, and actionable recommendations.
• Collaborate with learning and development teams to pinpoint training needs and support the rollout of coaching programmes based on quality findings.
• Facilitate calibration sessions with team leaders and quality assessors to ensure consistent, unbiased evaluation standards across the department.
• Support customer experience projects — such as journey mapping, service redesign, and complaint-handling overhauls — using data to prioritise what matters most to customers.
• Track the impact of process changes on key metrics like customer effort, first-contact resolution, and satisfaction scores, refining approaches as needed.

Requirements & Qualifications

• Bachelor’s degree in Insurance, Finance, Business, or a related field.
• Diploma in Insurance is required; additional certifications in quality assurance, customer experience, or design thinking are a strong plus.
• At least five years of hands-on experience in call centre or service centre operations, with a substantial portion dedicated to quality assurance and customer experience work.
• Demonstrated ability to turn customer feedback and quality data into tangible process improvements that deliver measurable outcomes.
• Prior experience driving customer excellence initiatives within the insurance sector is preferred.