Senior Associate, Quality Assurance

About the Company Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com , Intuit, Hopper , Skyscanner , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities. Our People are Bold, Authentic, Purposeful and Inspired Our People are not Perfect, Traditional, Complacent or Cautious About the Role As a Senior Associate, Quality Assurance – Support on our Quality Assurance team, you will be a high-impact investigator of customer contact quality — working independently to identify the subtle, systemic issues that structured audit execution alone cannot surface. The role sits at the intersection of three knowledge domains that most quality functions treat separately: Support Operations processes and partner-specific workflows, the technical environment of Zendesk and our internal tooling, and the insurance and coverage context that governs how customer contacts should be handled. This cross-domain visibility is what makes the role uniquely positioned to uncover root causes that remain invisible when quality is assessed in isolation within a single team or process view. Your primary focus areas are the highest-risk interaction categories in the support audit workstream — reopened tickets and Vulnerable Customer cases — both of which carry direct implications for FCA Consumer Duty obligations and regulatory compliance. But your value lies not in executing audits against predefined lists only: it is in self-directing investigation, identifying where harm has been caused or where systemic failure is emerging before it escalates, and producing the RCA outputs that create real, cross-functional change. Key Responsibilities Independently identify and prioritise high-risk interaction patterns in support contact data — including, but not limited to, reopened tickets and Vulnerable Customer cases — and determine where structured deep-dive investigation is required. Audit Zendesk customer service interactions against Quality Assurance scorecards and internal and regulatory guidelines, applying a risk-based lens that distinguishes a technically compliant outcome from a genuinely fair one. Conduct Root Cause Analysis (RCA) on audit findings by connecting Support Operations processes, (Zendesk) tooling, and insurance coverage context to surface systemic themes that isolated auditing cannot reveal — and report results through formal feedback processes. Lead calibration sessions with Support Operations managers and stakeholders to align on quality standards, drive accountability, and advocate for actionable service improvements. Mentor a junior Quality Assurance associate on support domain knowledge, audit technique, and Vulnerable Customer identification and handling. Collect, analyse, and interpret support quality data to prioritise improvement recommendations and contribute to monthly quality reporting. Qualifications 3–5 years of experience in customer service operations, analyst or a Quality Assurance function within insurance or a highly regulated industry. A demonstrated ability to work independently — self-directing quality investigations, identifying patterns across cross-functional data sources, and surfacing issues that are not visible from a single audit category or process view. Strong ability to build collaborative relationships across Support Operations, Process Engineering, Complaints, Training, and Continuous Improvement teams. Experience with Jira, Zendesk, or specialist Quality Assurance platforms (e.g. Evaluagent, Solidroad); intermediate Excel or basic BI skills for data tracking. Proven ability to interpret complex customer interaction data to identify recurring quality themes and advocate for systemic solutions with operational stakeholders. Bachelor’s degree in a relevant field; a postgraduate degree and/or record of academic achievement is also desirable. What you will have Objective Advocacy: A natural appetite to go beyond the "why" and fight for the "how" — actively advocating for systemic solutions to recurring customer pain points in the support experience. Radical Precision: An uncompromising eye for detail that serves as a line of defence for fair customer outcomes, regulatory compliance, and brand standards. Adaptive Resilience: Remains composed and accurate under the pressure of high audit volumes, shifting priorities, or nuanced complaint and Vulnerable Customer scenarios. Influential Communication: Confident in delivering difficult feedback to operational stakeholders; able to frame quality risk clearly and compellingly to drive meaningful service improvements. Why Cover Genius? Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? • Flexible Work Environment - This position is Remote. • Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company. • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures speak a thousand words! Sounds interesting? If you think you have the best composition of the above, send us your resume and let's chat! Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full P rivacy Policy.