Quality Assurance Admin Support

Position Overview

Job Description:

The Quality Assurance Admin Support role is responsible for supporting compliance operations, with a focus on managing carrier complaints (CTMs and Allegations), tracking agent conduct, and assisting with internal investigations. This position requires a high level of attention to detail, critical thinking, and the ability to manage sensitive information across multiple systems.

Key Responsibilities:

• Carrier Complaint Management Monitor and respond to CTMs and Allegations via the shared email inbox. Track complaint details including due dates, assigned agents, sales managers, and carrier-specific requirements.
• Secure Inbox Monitoring Log in to various secured carrier portals to retrieve complaint-related documentation and ensure timely follow-up.
• Agent Investigation Support Research agent disciplinary history and call behaviors. Compile findings into structured summaries and send detailed reports to management.
• Tracker Maintenance Maintain and update trackers for CTMs, Allegations, and investigation outcomes. Ensure all fields are accurate and deadlines are met.
• Reporting Assist in compiling monthly and annual complaint data for leadership review, identifying trends and ensuring completeness.

Required Skills:

• Strong attention to detail and accuracy in documentation
• Critical thinking and problem-solving in complex or ambiguous situations
• Ability to manage multiple deadlines and prioritize tasks effectively
• Clear written communication for reporting and email correspondence
• Comfortable working independently and navigating secure systems