Senior Associate - Quality Analyst (Immediate Joining)

Sutherland; Kerala; On-site; INR 600,000 - 850,000; Full time

Job summary

Sutherland in Kerala, India is seeking a QA professional to evaluate and document back-office/voice audits, ensuring accuracy, consistency and compliance with guidelines. You will monitor processes and drive data integrity while supporting KPI performance.

You will share regular QA insights, attend calibration sessions, and collaborate with stakeholders to implement action plans that improve overall quality and efficiency.

Qualifications

• Bachelor's degree
• 1.5-2 years of QA experience
• 3+ years in a back office/contact center in Insurance (P&C)

Responsibilities

• Evaluate transactions and workflows against procedures and guidelines.
• Document findings and share insights with the team and stakeholders.
• Attend internal and external calibration sessions as assigned.
• Monitor process quality and compliance to ensure accuracy.
• Provide timely QA reports and feedback with action plans to improve performance.

Skills

QA experience

Back office

Insurance P&C

Education

Bachelor's degree

Job description

This role is responsible for the effective evaluation and documentation of back office/voice audits and implementation of processes to ensure accurate, consistent, and compliant information is maintained. The QA's key focus is to evaluate transactions and process workflows to ensure all required procedures and guidelines are followed to maintain the highest levels of operational quality and data integrity, while driving KPI performance at or above targets.

This individual is responsible for completing all assigned evaluations, documenting and sharing insights/findings, and attending all internal and external calibration sessions as assigned. Monitor and manage process quality and compliance standards to guarantee accuracy and adherence to established protocols. Strengthen relationships: Establish and maintain effective communication with team members and stakeholders to support continuous process improvement. Share regular QA reports while working with the team to provide timely and effective feedback, deploying action plans etc. to improve performance.

Qualifications

• Bachelor's degree
• Minimum 1.5- 2 years of experience in QA role
• Overall 3+ years of experience in a back office/contact center environment in Insurance domain (P&C), preferably.