Quality Assurance Auditor I

Group 1001•Zionsville, IN

About The Position

Group 1001 is hiring a Quality Assurance Auditor I for its Operations Quality Assurance team. The role audits recorded calls, customer communications, and work items for contact centers supporting Delaware Life (Onyx and Legacy), CSLAC, P&C, and Claims, as well as outbound calls made by back-office processing teams. The auditor checks interactions for compliance with company standards, policies, and procedures, evaluates communication, problem solving, accuracy, system use, and customer experience, and provides timely, constructive feedback. The position prepares reports and analyzes audit results to identify strengths, recurring issues, coaching opportunities, and process improvements. It collaborates with customer service coordinators, processors, trainers, and management to align audit and training work with operational goals. The auditor also supports coaching, training, calibration, job simulations, and continuous improvement of processes and the Operations knowledge base. Duties listed specifically for Auditor II are not included as core responsibilities for this Auditor I role. Group 1001 describes its culture as collaborative, communication-focused, centered on core business and risk management, and committed to achieving outcomes. Eligible employees working at least 30 hours per week may enroll in the company's benefits package. The company also emphasizes a supportive and inclusive workplace that values employee differences.

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 give 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 handling multiple audits and reports.

Nice To Haves

Prior quality assurance experience.

Responsibilities

Audit recorded inbound and outbound calls, communications, and work items for adherence to company standards, policies, and procedures.
Rate interactions on communication, problem solving, accuracy, system use, and overall customer experience.
Complete audits on schedule and provide clear, constructive, and professional feedback.
Write 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.
Help develop and deliver training on quality standards and best practices.
Participate in calibration sessions and team meetings.
Identify ways to improve process efficiency, standardization, and consistency, 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 up with industry best practices and bring them into the audit process.