Evaluate and document back-office transactions and processes to ensure accuracy, consistency, compliance, and data integrity. Monitor quality and compliance standards against established protocols and KPI targets.
Complete assigned quality assurance targets, perform error analysis, document findings, and identify key business insights to drive continuous process improvement.
Provide effective feedback and coaching to team members, maintain communication with stakeholders, and participate in calibration sessions to support operational excellence.
Interact with clients and stakeholders on quality-related matters and process improvements.
Bachelor's degree
Minimum 1.5- 2 years of experience in QA role
Overall 3+ years of experience a back office/contact center environment in Insurance domain, preferably in Underwriting or related processes.
• Process Type (Voice / Non-Voice / Hybrid) - Non voice/Back office
• Shift Details (Timings & Rotational / Fixed) - any window between 8 am to 8 pm EST, fixed on most days (may change depending on business requirements)
• Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) - Sat/Sun off (may change based on business requirements on some days)
• Work Model (Work From Home / Work From Office / Hybrid) - WFO
• Mandatory Requirements for Internal Applicants - should have a good understanding of implementing basic QMS framework and QA knowledge, analytical bent of mind and good comm skills to interact regularly with clients, knowledge of Insurance/UW domain
As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.