Quality Assurance Analyst II

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

Where you fit in: As our Quality Analyst you will -

Conduct quality checks using approved QC parameters following the approved sampling methodology and frequency daily / weekly for calls/chats in English.

Prepare performance dashboards and reports for internal and external stakeholders.

Collaborate with Operations Team Leads (TL) or Subject Matter Experts (SME) to perform Root Cause Analysis (RCA) and implement Corrective and Preventive Actions (CAPA).

Analyze data and propose action plans to enhance current processes. Drive improvement initiatives with the support of TL or SME.

Conduct calibration sessions with supplier partners and within the quality team to ensure variance stays within acceptable limits.

Share insights, ideas, and improvement opportunities identified during quality checks to simplify/ improve processes impacting customer experience.

What skills & qualifications you will need -

Basic understanding of insurance domain

Basic knowledge of Excel and PowerPoint.

Detail-oriented and a quick learner.

Effective communicator in English.

Basic understanding of quality tools such as RCA, CAPA, and sampling methodology.

Education

Bachelors Degree (Preferred)

Experience

* 0-2 years experience in Voice (Preferred)

Primary Skills
Analytical Thinking, Management Reporting, Process Improvements, Quality Assurance (QA), Quality Auditing

Shift Time

Recruiter Info
Diksha Prasad

dprbd@allstate.com

About Allstate

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization's business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.