Senior Associate - Quality Assurance

About the role

Sutherland is hiring a Senior Associate - Quality Assurance in Kingston, working in a non-voice, back-office setting. The role evaluates and documents back-office transactions and processes to ensure accuracy, consistency, compliance and data integrity, and involves coaching team members and supporting continuous process improvement.

Key responsibilities

• Evaluate and document back-office transactions and processes to ensure accuracy, consistency, compliance and data integrity.
• Monitor quality and compliance standards against established protocols and KPI targets.
• Complete assigned quality assurance targets, perform error analysis, document findings and identify key business insights to drive continuous process improvement.
• Provide feedback and coaching to team members, communicate with stakeholders and take part in calibration sessions.
• Interact with clients and stakeholders on quality-related matters and process improvements.

Required profile

• Bachelor's degree.
• At least 1.5 to 2 years of experience in a QA role.
• Overall 3+ years of experience in a back office or contact center environment within insurance, preferably underwriting or related processes.
• Good understanding of implementing a basic QMS framework and QA knowledge.
• Analytical mindset and strong communication skills for regular interaction with clients.
• Knowledge of the insurance and underwriting domain.

Shifts are fixed on most days between 8 am and 8 pm EST, with weekends off (subject to business needs). The work model is work from office.