Quality Assurance Lead

12 hours ago

Taguig, National Capital Region, Philippines Carmudi PH Full time ₱450,000 - ₱600,000 per year

The Quality Assurance Lead – B2C (Motor Insurance) is responsible for monitoring, evaluating, and improving the performance and compliance of sales and customer service teams across all B2C touchpoints—phone, chat, email, and digital platforms. This role ensures that customer interactions align with internal standards, regulatory requirements, and our brand promise.

Key ResponsibilitiesQuality Monitoring & Evaluation

  • Monitor customer interactions (calls, emails, chats, CRM logs) to assess adherence to quality standards and scripts.
  • Evaluate agent performance across key metrics: compliance, product knowledge, communication, empathy, and resolution accuracy.
  • Identify quality gaps and provide timely feedback and coaching recommendations.

Process Improvement & Training Support

  • Collaborate with training teams to develop and update quality guidelines, scripts, and knowledge base materials.
  • Suggest improvements to the customer journey, call flows, and service processes based on QA findings.
  • Assist in conducting calibration sessions to align evaluation standards across QA, training, and operations teams.

Compliance & Risk Management

  • Ensure all B2C sales and service interactions are compliant with Insurance Commission (IC) guidelines, Data Privacy Act, and internal policies.
  • Flag high-risk behaviors or potential mis-selling cases and support necessary escalations or investigations.

Reporting & Insights

  • Prepare and maintain QA scorecards, dashboards, and trend reports.
  • Provide actionable insights and quality trends to management for continuous service improvement.
  • Track and report resolution of QA-related corrective actions.

Qualifications

  • Bachelor's degree in Business, Communications, Insurance, or related field.
  • At least 2–4 years of experience in quality assurance, preferably in insurance, BPO, fintech, or customer service roles.
  • Understanding of motor insurance products (e.g., health, life, accident, travel, lifestyle) is a strong advantage.
  • Excellent attention to detail, analytical mindset, and communication skills.
  • Proficient in using QA tools, CRM systems, MS Excel, and reporting software.
  • Knowledge of local insurance regulatory compliance standards is a plus.

Job Types: Full-time, Permanent

Pay: Php30, Php50,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person

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