Quality Analyst

2 weeks ago

Lahore, Punjab, Pakistan The Quantiva Full time 900,000 - 1,200,000 per year

About Quantiva:

Quantiva is a full-service Independent Marketing Organization (IMO) and a leading exclusive leads publisher and buyer. It provides agents and agencies with top-tier carrier access, competitive commissions, and streamlined contracting and support.

Job Summary

The Quality Assurance Specialist will be responsible for monitoring, evaluating, and improving the quality of calls handled by the agent team. This role ensures compliance with internal standards, carrier guidelines, and Field Marketing Organization (FMO) requirements. The specialist will also verify the accuracy of contact lists used in the dialer system, provide actionable feedback to management, and coordinate with insurance carriers and FMOs to track application updates. The position is critical to maintaining high service standards, reducing errors, and ensuring smooth operations across the sales and enrollment process.

Key Responsibilities

Call Monitoring & Evaluation

  • Listen to inbound and outbound calls to assess quality, compliance, and professionalism.
  • Prepare detailed quality reports with feedback for agents and supervisors.
  • Ensure all calls meet company and regulatory standards.

Quality Reporting

  • Document call review findings and share with management.
  • Highlight recurring issues and suggest corrective action plans.
  • Track agent performance improvements over time.

Dialer & Data Quality

  • Review and assess the quality of leads and contact lists loaded in the dialer.
  • Flag poor-quality lists and recommend replacements.
  • Provide weekly reports on lead performance and connect ratios.

Carrier & FMO Coordination

  • Regularly contact insurance carriers and FMOs to check on application statuses.
  • Verify updates on submitted enrollments and report discrepancies to superiors.
  • Maintain proper communication logs for follow-ups.

Compliance & Process Improvement

  • Ensure adherence to CMS and carrier compliance requirements.
  • Suggest process improvements to enhance customer experience and operational efficiency.
  • Participate in QA calibration sessions with management.

Note: This is an Internship position that will lead to a permanent position. Training provided

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