Quality Assurance jobs

About Compare Club:
Compare Club is one of Australia’s leading financial comparison platform. We help millions of Australians find savings across essential services like insurance, energy, and home loans. We're a fast-paced, results-driven team that values collaboration, integrity, and continuous improvement.

About the Role

Compare Club Australia is looking for a detail-oriented and experienced Quality Assurance Analyst to support our Life Insurance operations.

The Quality Assurance Analyst will be responsible for ensuring that life insurance products and services are distributed to Compare Club customers accurately, consistently, and in accordance with applicable regulatory requirements, company policies, and customer service standards.

This role involves reviewing and monitoring customer interactions, operational processes, documentation, and system records to identify quality or compliance concerns. The successful candidate will provide clear and constructive feedback, recommend improvements, and work closely with the Compliance Team, Life Insurance Team, team leaders, and other relevant stakeholders.

The ideal candidate has previous experience in quality assurance, customer service, life insurance, financial services, or another regulated industry. They must demonstrate strong attention to detail, sound judgement, excellent communication skills, and the ability to identify risks and opportunities for improvement.

Key Responsibilities

• Quality Monitoring and Assessment
• Conduct regular quality reviews of customer interactions, client files, system records, documentation, and operational processes relating to the distribution and servicing of life insurance products.
• Assess whether customer interactions meet the organisation’s quality, compliance, accuracy, and customer experience standards.
• Review calls, emails, CRM notes, application records, and other relevant documentation against approved quality assurance criteria.
• Verify that information provided to customers is accurate, complete, clear, and appropriately documented.
• Ensure customer records and case notes are complete, consistent, and updated within the required systems.
• Identify errors, process gaps, documentation issues, compliance concerns, and areas where customer outcomes may be improved.

Compliance and Risk Support

• Monitor adherence to internal policies, procedures, scripts, disclosure requirements, and relevant regulatory standards.
• Identify potential risks relating to customer communication, data privacy, policy information, documentation, and process execution.
• Escalate significant or recurring quality and compliance concerns to the appropriate team leader, manager, or Compliance representative.
• Support the organisation in maintaining accurate and audit-ready records.
• Assist in ensuring that customer information is handled securely and in accordance with privacy and confidentiality requirements.
• Apply a general understanding of regulated industry requirements, including data privacy, anti-money laundering, and Know Your Customer principles where relevant to the role.

Reporting and Analysis

• Record quality review results accurately and consistently using approved scorecards, spreadsheets, CRM systems, or workflow platforms.
• Prepare quality assurance reports that clearly outline findings, trends, risks, and recommended actions.
• Analyse recurring errors, customer concerns, compliance issues, and process breakdowns.
• Identify root causes rather than focusing only on individual errors.
• Monitor patterns across teams, processes, customer interactions, and documentation.
• Provide management with meaningful insights that can support operational and compliance decisions.
• Track agreed corrective actions and follow up on outstanding quality concerns when required.

Feedback and Coaching Support

• Provide clear, objective, and constructive feedback to team members and team leaders.
• Explain quality findings in a professional and respectful manner.
• Support team leaders in identifying coaching and development opportunities.
• Participate in quality calibration sessions to ensure scoring is fair, accurate, and consistently applied.
• Work collaboratively with operational teams to clarify expectations and address gaps in knowledge or performance.
• Recognise good practices and positive customer outcomes in addition to identifying areas for improvement.

Process Improvement

• Recommend practical improvements to processes, workflows, documentation, quality scorecards, scripts, templates, and customer communication.
• Work with the Compliance Team and Life Insurance Team to improve operational quality and reduce recurring errors.
• Assist in reviewing and updating quality assurance procedures when business or regulatory requirements change.
• Support initiatives designed to improve efficiency, compliance, customer satisfaction, and service consistency.
• Contribute to the development of quality standards, review guidelines, and monitoring processes.
• Adapt quality reviews and reporting priorities based on changing business needs and identified risks.

Cross-Functional Collaboration

• Collaborate effectively with the Life Insurance Team, Compliance Team, team leaders, underwriting, claims, finance, customer support, and other relevant stakeholders.
• Communicate quality concerns clearly and escalate matters through the appropriate channels.
• Participate in team meetings, calibration sessions, process reviews, and improvement discussions.
• Maintain professional working relationships while remaining objective and independent when conducting quality reviews.
• Support a culture of accountability, continuous improvement, compliance, and customer care.

Required Qualifications

• Minimum of 2–4 years of relevant experience in quality assurance, quality monitoring, testing, compliance monitoring, or a related function.
• Previous experience working as part of a team in a professional environment.
• General understanding of quality assurance concepts, review methodologies, quality standards, and continuous improvement.
• Experience reviewing processes, records, customer interactions, or employee performance against established criteria.
• Strong written and verbal communication skills.
• Strong attention to detail and the ability to identify inconsistencies, errors, risks, and missing information.
• Ability to interpret policies, procedures, guidelines, and quality standards.
• Ability to provide clear, fair, evidence-based, and constructive feedback.
• Good organisational skills and the ability to manage multiple reviews, priorities, and deadlines.
• Ability to work independently in a remote environment while maintaining regular communication with the wider team.
• High level of professionalism, discretion, integrity, and confidentiality.

Preferred Experience and Competencies

• Customer Service and Regulated Industry Experience
• At least 2–3 years of experience in customer service, client support, quality assurance, or operations, preferably within:
• Life insurance
• General insurance
• Financial services
• Banking
• Healthcare
• Telecommunications
• Other regulated or compliance-focused industries
• Experience handling or reviewing client inquiries, billing concerns, account updates, complaints, escalations, and issue resolution.
• Understanding of how customer service quality affects compliance, customer trust, retention, and business performance.

Life Insurance Knowledge

• Familiarity with life insurance processes, including:
• Customer needs assessment
• Application processing
• Policy issuance
• Policy alterations
• Renewals
• Premium collection
• Policy servicing
• Cancellations
• Claims or underwriting referrals
• Ability to understand and review policy-related information communicated to customers.
• Awareness of the importance of accurate disclosures, customer consent, privacy, recordkeeping, and appropriate customer outcomes.
• General understanding of compliance requirements relevant to insurance and financial services, including data privacy and AML/KYC principles.

Quality and Accuracy Mindset

• Strong attention to detail when reviewing data, documentation, customer communication, and system records.
• Ability to distinguish between minor administrative errors and significant quality or compliance risks.
• Commitment to accuracy, consistency, fairness, and evidence-based assessment.
• Ability to apply quality standards objectively across different employees, teams, and situations.
• Strong analytical and problem-solving skills.
• Ability to identify trends and recommend realistic corrective actions.

Communication and Customer Focus

• Strong written and verbal English communication skills.
• Ability to communicate complex findings clearly and professionally.
• Skilled in active listening, questioning, investigation, and problem-solving.
• Ability to handle sensitive matters with empathy, professionalism, and discretion.
• Confidence in discussing quality findings with team members, team leaders, managers, and Compliance stakeholders.
• Understanding of the importance of balancing compliance requirements with positive customer outcomes.

Technical and CRM Proficiency

• Experience using CRM, case management, workflow, or quality monitoring systems.
• Experience with Salesforce or a similar customer relationship management platform is highly regarded.
• Ability to navigate multiple applications and systems while maintaining accuracy.
• Strong documentation and recordkeeping skills.
• Comfortable reviewing digital records, customer files, application data, call records, and case notes.

Collaboration and Adaptability

• Ability to work effectively with peers, team leaders, managers, and cross-functional teams.
• Flexible and adaptable when managing changing priorities, review volumes, and service-level expectations.
• Comfortable working in a fast-paced and evolving business environment.
• Willingness to accept feedback, participate in calibration discussions, and continuously improve.
• Ability to remain professional and objective when dealing with performance or compliance concerns.
• Reliable, accountable, and capable of meeting agreed deadlines in a remote work environment.

Technical and Software Requirements

Applicants must have:

• Proficiency in Google Docs and Google Sheets.
• Ability to create and maintain organised reports, trackers, scorecards, and review records.
• Experience using formulas, filters, sorting functions, and basic data analysis in Google Sheets.
• Familiarity with Google Workspace applications.
• Experience using CRM or workflow systems such as Salesforce or similar platforms.
• Ability to confidently navigate multiple systems and browser-based applications.
• A reliable computer or laptop suitable for remote work.
• A stable and dependable internet connection.
• A quiet and professional home working environment.
• A working headset suitable for meetings, call reviews, and online collaboration.

What We Are Looking For

We are looking for someone who:

• Takes ownership of their work and follows through on commitments.
• Values accuracy, integrity, fairness, and confidentiality.
• Can identify quality concerns without losing sight of the overall customer experience.
• Is comfortable providing objective and constructive feedback.
• Can analyse information and make sound, evidence-based decisions.
• Communicates professionally with both operational and compliance stakeholders.
• Is proactive in identifying opportunities to improve processes and customer outcomes.
• Can work independently while remaining engaged and responsive to the team.
• Understands that quality assurance is not only about identifying errors but also about preventing future issues and supporting continuous improvement.

Compensation

The position offers start rate of: PHP 200 per hour

How to Apply

Interested applicants should submit the following:

• Updated résumé or curriculum vitae.
• Brief cover letter outlining relevant quality assurance, customer service, insurance, or financial services experience.
• Summary of any experience reviewing customer calls, client records, compliance documentation, or operational processes.
• Details of CRM, quality monitoring, and reporting systems previously used.
• Current internet speed and remote-work equipment specifications.
• Availability and preferred start date.

Please ensure that your application clearly demonstrates how your experience relates to quality assurance, life insurance, financial services, compliance monitoring, or customer service within a regulated industry.

Job Type: Full-time

Pay: Php200.00 - Php220.00 per hour

Benefits:

• Health insurance
• Work from home

Application Question(s):

• Which QA tools or software are you proficient in using (e.g., Excel, Google Sheets, audit trackers)?
• Please describe your experience with conducting quality audits or process reviews.
• How would you rate your proficiency in Microsoft Excel? (Beginner, Intermediate, Advanced)
• Have you ever created or improved a QA tracker or reporting system? If yes, please describe.
• This role involves routine tasks requiring strong attention to detail. How do you stay focused and maintain accuracy in repetitive work?
• Are you currently employed or working on other freelance/remote projects? If yes, please explain.
• Are you willing to undergo a background check and submit required documents such as Police Clearance and Government-issued ID prior to onboarding?

Experience:

• Quality Assurance: 3 years (Required)
• Life Insurance or Regulated Financial Industry: 1 year (Required)

Work Location: Remote