About this role

Design, implement, and maintain quality assurance and audit processes for the Brazil and Bogotá hubs serving LAC (initial focus on group life and health insurance).
Conduct periodic audits of cases and processes and calibrations with Concentrix and Marsh; identify errors, root causes and recommend corrective and preventive actions.
Maintain and enhance process documentation and a consolidated trilingual shared site (processes, BCP, accesses/escalations, quality matrices); ensure audit-ready reports and daily checks in Domo.
Coordinate training and knowledge management (material certification, role-play exercises, mystery shopper cases) and provide targeted corrective coaching with operations and marketing.

University degree in Business Administration, Industrial Engineering, Quality Management, Insurance or related fields;
3–5 years of experience in quality control, QA or training (preferably in a service center or insurance sector).
Fluency in Spanish and Portuguese (spoken and written); English desirable.
Advanced Excel and familiarity with Power BI or other BI tools.

Senior Analyst – Quality Assurance

Key skills