QA Analyst, Associate

About Wiraa

AAA Life, a distinguished and trusted American brand since 1969, provides life insurance and annuity products. Managing over 1.8 million policies, Wiraa (operating as AAA Life) is committed to earning policyholder trust and offering financial security. The company fosters a culture of care, respect, and inclusivity, valuing diversity, equity, and inclusion, where all associates can thrive and contribute meaningfully to success.

About the Associate QA Analyst Role

We are seeking a dedicated Associate QA Analyst to join our team. In this remote role, you will evaluate customer interactions within our sales contact center to ensure adherence to quality standards, regulatory guidelines, and sales effectiveness criteria. Your primary focus will be on monitoring inbound and outbound calls, chats, and emails to assess agent performance, compliance, and customer experience. The Associate QA Analyst will collaborate closely with contact center leadership, training, and compliance teams to identify improvement areas, support coaching initiatives, and contribute to continuous quality enhancement.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls, chats, and emails for quality assurance purposes.
• Assess agent performance against established QA scorecards, focusing on soft skills, compliance adherence, and sales effectiveness.
• Document and report QA findings clearly and consistently, identifying performance trends and areas for improvement.
• Collaborate with supervisors and team leaders to deliver constructive performance feedback and support coaching efforts.
• Participate in calibration sessions to ensure scoring consistency across the QA team and frontline managers.
• Maintain compliance with relevant financial regulations, internal policies, and industry standards such as TCPA and HIPAA.
• Support QA reporting by compiling and analyzing data to inform leadership on trends, risks, and training needs.
• Contribute to the continuous improvement of QA processes by providing input on scorecard updates and best practices.

Qualifications

• 1-3 years of experience in a call center environment, preferably in sales or customer service roles.
• Strong attention to detail with excellent listening, communication, and documentation skills.
• Understanding of contact center operations and sales techniques.
• Ability to handle confidential information with professionalism and discretion.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).

Preferred qualifications include:

• Previous quality assurance or auditing experience in a contact center setting.
• Experience in the financial services, insurance, or banking industry.
• Familiarity with QA tools such as NICE, Calabrio, Verint, or similar platforms.
• Knowledge of AI tools like Cresta AI or equivalent.
• Understanding of regulatory compliance requirements in a sales environment (e.g., TCPA, HIPAA).

Benefits

• Competitive salary package
• Remote work flexibility
• Comprehensive health insurance plans
• Retirement savings options
• Paid time off and holidays
• Professional development and training opportunities
• Inclusive and diverse work environment

Equal Opportunity

Wiraa (operating as AAA Life) is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other characteristic protected by law. We believe in fostering a respectful environment where everyone can thrive and contribute to our shared success.

Key skills/competency

• Quality Assurance
• Contact Center Operations
• Sales Effectiveness
• Compliance Adherence
• Customer Experience
• Performance Monitoring
• Data Analysis
• Communication Skills
• Microsoft Office Suite
• Regulatory Compliance (TCPA, HIPAA)