Role & responsibilities

We are seeking a detailoriented Quality Auditor to evaluate accuracy, compliance, and customer experience across our U.S. benefits administration processes. This role supports a voice/blended workplace and ensures that transactions, calls, and workflows meet client, regulatory, and internal quality standards.

Key Responsibilities

- Quality Audits Conduct audits on calls, emails, cases, and benefit transactions (enrollments, eligibility, QLEs, COBRA, life/disability intake).
- Compliance Checks Ensure adherence to ERISA, HIPAA, ACA, COBRA, and clientspecific rules.
- Error Analysis — Identify error trends, perform RCA, and recommend corrective actions.
- Feedback & Coaching Support — Provide structured feedback to associates and support TL/Trainer with coaching insights.
- Documentation Review — Validate SOPs, job aids, and process updates for accuracy.




- Calibration Sessions — Participate in internal and client calibrations to maintain scoring consistency.
- Reporting & Insights — Prepare quality dashboards, audit summaries, and improvement recommendations.

Preferred candidate profile

- 4–6 years of experience in U.S. benefits administration or insurance operations.
- Should have Insurance Healthcare or Benefit administration experience with voice calling US geo
- 2+ year of experience in quality auditing, QA, or compliance roles (preferred).
- Strong understanding of eligibility, enrollments, QLEs, COBRA, life/disability, and plan rules.
- Experience in voice or blended environments.

📌 Quality Analyst Lead (Kerala)
🏢 Sutherland
📍 Kerala