Quality Assurance Associate

As a Quality Control Associate at Ethos, you will play a crucial role in assessing the quality of support provided by the CX team. Your responsibilities will include reviewing case work and communication with clients and partners to ensure customer services are delivered accurately and in conformity with company and carrier policies. Your attention to detail, problem-solving skills, and focus on enhancing the overall customer experience will be key to your success in this role. **Roles & Responsibilities:** - Utilize the quality monitoring data management system to score service provided via phone, email, chat, or case work - Verify that correct information is provided to customers and partnership agents - Ensure adherence to procedures outlined in company knowledge bases and procedure documents - Develop a strong understanding of Ethos products and processes to review support provided to customers - Provide trend data to QC management and actionable insights to team management - Meet individual and team goals and objectives - Identify opportunities for process improvements and collaborate with management to implement solutions - Assist in training Quality Control Associates - Escalate outstanding issues to team management for resolution - Perform any other duties as assigned **Qualifications:** - 1-2 years of experience in customer support, customer success, operations, or a related role - Experience in quality assurance is a plus - Knowledge of life insurance or related industry is advantageous - Ability to independently identify problems and conduct root cause analysis - Proficiency in working with Salesforce or equivalent support/help desk software - Strong intellectual curiosity and problem-solving drive - Capability to work independently and collaborate effectively with various departments Even if you do not meet every single requirement listed, if you are passionate about this role and dedicated to contributing to our diverse and inclusive workplace at Ethos, we encourage you to apply. We are committed to fostering a workplace that values authenticity and individuality. Please refer to our California Candidate Privacy Notice to understand more about the information we collect and how it may be utilized.,