Quality Assurance Analyst (Insurance Exp Required)- Work from Home / Dayshift

• Claims Quality Assurance Analysis Conduct Open File Reviews (OFR) weekly to assess pending claims and detect potential leakages before finalisation
• Assess 15 pending claims per week for both Australia and New Zealand.
• Assess 5 declined claims per week (prior to decline letter being sent) for both Australia and New Zealand.
• Provide feedback to agents or assessors for necessary remediation and corrective actions.
• Conduct Closed File Reviews (CFR) monthly to evaluate settled and authorised claims per assessor. o Assess 10 claims per assessor monthly (5 by CFR Analyst 5 by QA Analyst) for Australia and New Zealand.
• Ensure CFR samples cover all policy types including Superior Range, Mid-Range, Safety Net, Introductory Covers, Equine, and Exotics. o Identify errors, compliance gaps, and opportunities for training and report to the Claims Manager. Call Quality Assurance Customer Service Review.
• Review inbound and outbound calls to evaluate the quality of customer interactions and adherence to service standards.
• Provide monthly Call QA reports across Australia and New Zealand.
• Identify service gaps, areas of improvement, and provide constructive feedback to teams.
• Reporting and continuous Improvement.
• Prepare monthly reports summarising findings from OFR, CFR, and Call QA.
• Identify and escalate recurring issues to relevant teams for training and process enhancement.
• Collaborate with the Claims Manager and 2IC to support training and coaching initiatives based on QA findings.
• Ensure compliance with internal claims policies and industry regulations.
• Other role specific duties as they arise.

Requirements

• Bachelor''s degree in a relevant field such as Business, Insurance, Finance, or a related discipline.
• Strong attention to detail and ability to identify potential errors and process inefficiencies.
• Analytical mindset with problem-solving skills to detect and address potential claim leakages.
• Strong understanding of insurance products and services, particularly within Australia and New Zealand.
• Experience in quality assurance, claims assessment, or compliance roles (preferably in insurance or financial services).
• Strong written and verbal communication skills to provide clear, actionable feedback.
• Ability to work independently and manage multiple review processes simultaneously.
• Proficiency in data analysis and reporting tools.
• Strong knowledge of claims processes, policy types, and regulatory compliance.
• Previous experience in pet insurance or general insurance is highly desirable.

Benefits

As a Twoconnect employee, you get to enjoy the following:

• Work from home
• Shift: Monday to Friday: 9:00 am to 6:00 pm AEST / AEDT
• Work-life balance
• Training and Development programmes
• Employee Engagement Events (company outings, fun activities, quarterly wellness and self-care sessions)
• Experience working with leading organisations
• Fun, supportive, and inclusive culture
• Dedicated Team Managers that look after your development