Quality Assurance Consultant I

Allstate; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Allstate India Private Limited is seeking a QA auditor to perform bilingual call audits (Spanish & English) and CTC checks for supplier reps, following approved QC parameters and Right Answers processes.

You will lead calibration sessions and analyze trends to improve customer experience, collaborating on RCA and CAPA with the Ops team. Strong Excel/PowerPoint skills and insurance domain knowledge are essential.

Qualifications

• Graduates with Spanish voice process experience preferred.
• Strong insurance domain knowledge is preferred.
• Proficient in Excel and PowerPoint; adept at data reporting and analysis.
• Bilingual communication in Spanish and English is essential.

Responsibilities

• Perform Spanish & English call audits and CTCs for supplier representatives using QC parameters and Right Answers process.
• Lead internal and external calibration sessions to keep audit variance within thresholds.
• Analyze trends from audit findings and report impact on customer experience.
• Perform RCA and CAPA in collaboration with Ops TL or SME.
• Analyze quality data and share ideas to drive process improvements.

Skills

Spanish & English communication

Insurance domain knowledge

Excel

PowerPoint

Attention to detail

Quality tools (RCA, CAPA)

Reporting & data analysis

Education

Graduates

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

Job Responsibilities

• Perform "Spanish & English" call audits & CTCs for the various supplier representatives using approved QC parameters, agreed sampling percentage, Right Answers process and frequency.
• Lead internal and external calibration sessions to ensure audit variance remains within acceptable threshold
• Analyze trends and behavior based on audit findings and report out impact on customer experience
• Perform RCA & CAPA in collaboration with Ops TL or SME
• Analyze quality data and share ideas/action plan to improve the current process & drive the improvement initiatives

Education and Experience

• Graduates
• Spanish voice process experience preferred

Knowledge/Skills/Abilities/Experience

• Good insurance domain knowledge
• Good Excel and PowerPoint skills
• Attention to Detail
• Effective Communicator in Spanish & English language
• Basic knowledge of Quality Tools like RCA, CAPA, Sampling Methodology, etc.
• Good with Reporting/Data Analysis

Note - Eligible candidates will go through relevant round of Screening, Pre-assessment, Spanish Language proficiency test & interview/s

Primary Skills

Analytical Thinking, Business Optimization, Management Reporting, Quality Assurance (QA), Quality Auditing

About Allstate

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization's business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here .