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Ethos Life Technologies
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Quality Assurance Associate

Quality Assurance Associate

Ethos Life Technologies

1 - 2 years

3 - 4 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

Quality monitoring SAN Root cause analysis Manager Quality Assurance Team management Data management Diversity and Inclusion Customer support Manager Quality Control Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights Global Insurtech 50 list and BuiltIns Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the Role:

The Quality Control Associate is responsible for assessing the quality of the support provided from our CX team. The QC will review case work and communication with clients and partners. This assessment will be of customer services, accuracy and conformity to company and carrier policies and procedures. This individual will assist in developing, creating, and implementing recommendations for enhancements to training materials as needed to enhance the overall customer experience.
You will be responsible for reviewing work through the quality monitoring data management system. To succeed in this role, you should have a strong attention to detail, strong problem solving skills and a relentless focus on the customer experience.

Roles & Responsibilities:

Uses quality monitoring data management system to complete scoring of service provided via phone, email, chat or through case work
Ensure proper information provided to customers and partnership agents
Ensure proper processing and following of procedures outlined in company knowledge bases and procedure documents
Develop strong understanding and knowledge of Ethos products and processes in order to review support provides to customers
Provides trend data to QC management
Provides actionable data to team management as needed
Meet individual and team goals and objectives
Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions
Assist in training of Quality Control Associates
Escalate outstanding issues to team management for resolution
Perform other duties as assigned

Educational & Qualifications:

1-2 years experience in customer support, customer success, operations, or related role
Experience in quality assurance is a plus
Experience in life insurance or related industry is a plus
Can independently identify problems and perform root cause analysis
Proficiency working with Salesforce or equivalent support/help desk software
Strong intellectual curiosity and drive to solve problems
Ability to work independently as well as collaborate with various departments

#LI-Onsite

#LI-DG1

Don t meet every single requirement? If you re excited about this role but your past experience doesn t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

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Quality Assurance Associate