Quality Assurance, Risk Control & Special Investigations Analyst

Bestow; United States; Hybrid; USD 55,000 - 60,000; Full time

Benefits offered by this job

Equity

Flexible work-from-home policy

Remote options (US)

Office in Dallas Deep Ellum

Wellbeing stipend

Parental leave

Competitive benefits

Job summary

Bestow is seeking a Quality Assurance, Risk Control & Special Investigations Analyst to safeguard operational integrity across our life insurance TPA operations. You will audit call interactions, review forms, and monitor controls while investigating potential fraud and supporting SIU referrals.

You will report to the Customer Experience Manager and can work hybrid from Dallas or remotely within the US, contributing to risk mitigation and process improvements across the QA and compliance

Qualifications

• 2+ years of professional experience in QA, compliance, fraud analysis, or related operational role in life insurance, financial services, or TPA.
• Strong knowledge of life insurance policy lifecycle, forms, and TPA procedures.
• Ability to analyze transaction histories and identify patterns for risk and fraud assessment.
• Excellent verbal and written communication skills for presenting findings.
• Experience with QA monitoring systems is preferred.
• Familiarity with regulatory requirements (AML, privacy) preferred.
• Experience with internal control audits (SOX, SOC) preferred.

Responsibilities

• Interaction Auditing: conduct quality audits of inbound/outbound call center interactions for accuracy and regulatory compliance.
• Form Review: audit completed service and administrative forms for completeness and workflow.
• Feedback & Coaching: provide constructive feedback to improve service quality.
• Reporting: track and report QA metrics and trends.
• Pre-Referral Case Review: act as initial contact for internal fraud referrals (SIU).
• Evidence Gathering: collect and summarize documentation related to suspicious cases.
• Triage & Escalation: analyze fraud concerns and prepare case files for referral to SIU.
• Documentation: maintain confidential records of investigations per policy.
• Control Monitoring: monitor key controls within TPA processing environment.
• Risk Reporting: assist in reporting control gaps and risks to leadership.
• Process Improvement: collaborate to implement process changes and improved docs.
• Training Support: help develop training on compliance, fraud awareness, and new standards.

Skills

Quality Assurance

Fraud Analysis

Compliance

Call Center Auditing

Tools

QA Software

Call Recording Systems

Job description

ABOUT BESTOW

Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that.

Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation.

Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise.

Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us.

Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities.

Bestow participates in the E-Verify Program.

ABOUT THE ROLE

The Quality Assurance, Risk Control & Special Investigations Analyst is a specialized and critical role responsible for ensuring operational integrity, service excellence, and adherence to regulatory standards across our life insurance Third-Party Administrator (TPA) operations. This individual performs three key functions: auditing call and service interactions, conducting pre-referral fraud investigations while providing supporting documentation regarding alleged fraud inquiries, and monitoring internal controls to drive process improvement and mitigate risk.

This role reports directly to the Customer Experience Manager and is open to hybrid in our Dallas office or Remote (US). #LIREMOTE

WHAT YOU’LL DO

• Interaction Auditing: Conduct comprehensive quality audits of inbound and outbound call center interactions, ensuring accuracy, regulatory compliance, and adherence to TPA standard operating procedures.

• Form Review: Review and audit completed service and administrative forms (e.g., policy changes, beneficiary updates) for completeness, accuracy, and proper processing workflow.

• Feedback & Coaching: Deliver timely, objective, and constructive feedback and coaching to call center agents and team leads to improve service quality and transaction accuracy.

• Reporting: Track, analyze, and report on key TPA and QA metrics and trends, identifying root causes of errors and compliance gaps.

• Pre-Referral Case Review: Act as the initial point of contact for internal fraud referrals (SIU). Review and analyze cases flagged for potential fraudulent activity, including claims, policy changes, and applications.

• Evidence Gathering: Collect, organize, and summarize documentation and system history related to suspicious cases.

• Triage & Escalation: Conduct preliminary analysis to determine the validity of the fraud concern. Prepare and present well-documented case files for formal referral to the insurance carrier’s Special Investigations Unit (SIU).

• Documentation: Maintain detailed and confidential records of all investigation activities and findings in accordance with internal protocol and regulatory requirements.

• Control Monitoring: Execute periodic and event-based monitoring of defined key operational and financial controls within the TPA processing environment to confirm effectiveness.

• Risk Reporting: Assist in the reporting of control gaps, deficiencies, and emerging risks to the Risk and Compliance leadership.

• Process Improvement: Collaborate with Operations and Training teams to develop and implement targeted process changes, control enhancements, and improved documentation to mitigate identified risks.

• Training Support: Assist in the development and delivery of training modules related to compliance, fraud awareness, and new quality standards for operations, quality assurance and TPA contact center staff.

WHO YOU ARE

• Minimum of 2 years of professional experience in Quality Assurance (QA), Compliance, Fraud Analysis, or an operational role within the life insurance, financial services, or TPA industry.

• Strong working knowledge of life insurance policy lifecycle, administrative forms, and general TPA operating procedures.

• Proven ability to analyze complex transaction histories, identify unusual patterns, and draw sound conclusions for risk and fraud assessment.

• Exceptional verbal and written communication skills, with the ability to deliver difficult feedback constructively and concisely summarize investigation findings for executive review.

• Experience with a formal quality monitoring system (e.g., call recording, QA software) preferred

• Familiarity with state and federal regulations governing life insurance (e.g., anti-money laundering, privacy) preferred

• Experience in conducting internal control audits (SOX, SOC) preferred

• Experience creating quality assurance checklists within QA systems preferred

TOTAL REWARDS

At Bestow, we're proud to be awarded for our team members, innovative products, and culture. Our standard benefits include:

• Competitive salary and equity based on role

• Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs

• 100% paid-premium option for medical, dental, and vision insurance

• Lifestyle stipend to support your physical, emotional, and financial wellbeing

• Flexible work-from-home policy and open to remote

• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas' Deep Ellum, for those who prefer an office setting

• Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include:

• Best Place for Working Parents 2023 + 2024 + 2025

• Great Place to Work Certified, 2022 + 2023 + 2024 + 2025

• Built In Best Places to Work, 2022 + 2023 + 2025

• Fortune's Best Workplaces in Texas 2022 + 2023

• Fortune's Best Workplaces in Financial Services and Insurance 2022 + 2023 + 2024

We value diversity at Bestow. The company will hire, recruit, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member.

Thanks for considering a job at Bestow!

Compensation

$55K - $60K Offers Equity