Quality Assurance Auditor I

Group 1001•Zionsville, IN

About The Position

Group 1001 is a consumer-centric, technology-driven family of insurance companies focused on outstanding value and operational performance. The Operations Quality Assurance team reviews calls and customer communications for contact centers supporting Delaware Life (Onyx and Legacy) and CSLAC P&C Claims, as well as outbound calls from back-office processing teams. The Quality Assurance Auditor helps maintain service standards and compliance with company policies by auditing interactions, providing constructive feedback, analyzing performance data, and working with partners across teams to improve customer and employee outcomes.

Requirements

A bachelor's degree or 1–2 years of annuity customer service or operations experience.
Working knowledge of fixed, fixed-indexed, and variable annuities.
Strong analytical skills, including the ability to review complex interactions and identify key areas for improvement.
Excellent written and verbal communication skills, including the ability to provide constructive feedback.
Strong attention to detail, organization, and time management.
Familiarity with customer service industry standards and best practices.
Skill with customer service software, core processing systems, and Microsoft Word, Excel, and PowerPoint.
Ability to work independently and collaboratively in a fast-paced setting while managing multiple audits and reports.

Nice To Haves

Prior quality assurance experience.

Responsibilities

Audit recorded inbound and outbound calls, communications, and work items for compliance with company standards, policies, and procedures.
Evaluate interactions for communication, problem solving, accuracy, system use, and overall customer experience.
Complete audits on schedule and provide clear, constructive, and professional feedback.
Prepare detailed reports describing strengths, improvement areas, errors, and practical recommendations.
Analyze audit data to identify trends, recurring issues, coaching opportunities, and process improvements.
Collaborate with Customer Service Coordinators, Processors, Trainers, and management to align audit and training work with operational goals.
Conduct coaching audits for Coordinators who are new or have recently learned a new skill.
Introduce the Quality Assurance department in new training classes and help develop and deliver training on quality standards and best practices.
Participate in calibration sessions and team meetings.
Identify opportunities to make processes more efficient, standardized, and consistent, and recommend fixes for recurring issues.
Run job simulations for newly trained employees and experienced employees learning a new skill.
Identify gaps in the Operations knowledge base and suggest improvements.
Keep current with industry best practices and apply relevant practices to the audit process.