Job Summary

Global MNC Tech is seeking a detail-oriented and analytical Evening Shift Quality Analyst – Auto Insurance to join our growing operations team. The successful candidate will be responsible for monitoring, evaluating, and improving the quality of auto insurance processes, including claims handling, policy servicing, and customer interactions. This role plays a critical part in ensuring compliance with company standards, regulatory requirements, and service excellence benchmarks.

The Quality Analyst will work closely with operations teams, supervisors, and training departments to identify performance gaps, recommend improvements, and enhance overall service quality. This is an excellent opportunity for professionals who possess strong analytical skills and a passion for maintaining high-quality standards in the insurance industry.

Key Responsibilities

• Monitor and evaluate auto insurance claims processing, underwriting documentation, and customer service interactions to ensure adherence to quality standards.

• Conduct regular quality audits of calls, emails, and case files related to auto insurance operations.

• Provide constructive feedback and coaching to team members based on audit findings.

• Identify trends, process gaps, and opportunities for performance improvement.

• Prepare and maintain detailed quality reports, scorecards, and performance dashboards.

• Ensure compliance with company policies, insurance regulations, and service-level agreements (SLAs).

• Collaborate with training teams to develop quality improvement programs and refresher sessions.

• Participate in calibration sessions with supervisors and stakeholders to ensure scoring consistency.

• Recommend process enhancements that improve operational efficiency and customer satisfaction.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Insurance, Finance, or a related field.

• Strong understanding of quality assurance principles and auditing methodologies.

• Excellent analytical and problem-solving skills.

• Strong written and verbal communication skills in English.

• Proficiency in Microsoft Office tools such as Excel, Word, and PowerPoint.

• Ability to provide constructive feedback and coach team members effectively.

• High attention to detail and strong organizational skills.

• Ability to work independently and meet deadlines in a fast-paced environment.

Experience

• Minimum 2–4 years of experience in Quality Assurance, preferably within auto insurance operations or insurance BPO environments.

• Experience reviewing claims processing, underwriting, or customer support interactions is highly preferred.

• Prior experience in quality auditing, compliance monitoring, or performance analysis will be an advantage.

Working Hours

• Evening Shift: Typically between 3:00 PM – 12:00 AM (IST) or similar schedule depending on operational requirements.

• Five-day work week with rotational weekends if required.

• Hybrid or remote work options may be available depending on project requirements.

Knowledge, Skills, and Abilities

• Strong knowledge of auto insurance policies, claims handling, and underwriting procedures.

• Ability to interpret quality metrics and performance data to identify improvement opportunities.

• Familiarity with customer service standards and compliance guidelines within the insurance sector.

• Excellent interpersonal and coaching skills to guide operational teams.

• Ability to manage multiple tasks while maintaining accuracy and efficiency.

• Strong problem-solving mindset with a continuous improvement approach.

Benefits

• Competitive salary package and performance-based incentives.

• Health insurance and wellness programs.

• Paid leave and holiday benefits.

• Opportunities for professional development and certification programs.

• Career growth opportunities within a global organization.

• Supportive and collaborative work environment.

Why Join

At Global MNC Tech, we believe that quality drives customer trust and long-term success. By joining our team, you will be part of a dynamic organization that values innovation, continuous learning, and professional growth. We provide an inclusive workplace where talented professionals can develop their careers while contributing to industry-leading insurance service standards.

How to Apply

Interested candidates can apply by submitting their updated resume and a brief cover letter highlighting relevant experience in quality assurance and auto insurance operations. Applications can be submitted through the companys careers portal or by emailing the recruitment team with the subject line: Application – Evening Shift Quality Analyst – Auto Insurance.