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 environment 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. perks administration or insurance operations.
Should have Insurance Healthcare or Perk administration experience with voice calling US geo
2+ year of experience in quality auditing, QA, or compliance roles (preferred).
Robust understanding of eligibility, enrollments, QLEs, COBRA, life/disability, and plan rules.
Experience in voice or blended environments.

📌 Quality Analyst Lead Kochi
🏢 Sutherland
📍 Kochi