Quality Analyst

Quality Analyst

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 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 Quality Analyst on our Quality Team, you will own the quality audit of claim files across the Ticketing vertical, ensuring every customer touchpoint is satisfactory, claims decision is fair, defensible, and aligned with our regulatory and underwriter obligations. To drive success in this role, you will bring 3–5 years of experience in claims operations or a quality assurance function within a regulated industry, alongside a strong grasp of insurance coverage principles and a Consumer Duty mindset that goes beyond technical compliance. As the Quality Analyst, you will conduct advanced audits of high risk cases — including Vulnerable Customer handling, fraudulent claims or potential complaints — and lead root cause analysis to surface systemic quality themes. Regular collaboration with Claims Operations, Training, and Product teams will be key in ensuring audit insights translate into measurable quality improvements.

Key Responsibilities

• Audit claims across the Ticketing vertical against QA scorecards and insurance guidelines, with particular attention to coverage decisions, claims outcomes, and Vulnerable Customer handling — including ad-hoc audit requests.
• Conduct deep-dive Root Cause Analysis (RCA) on audit findings, identifying systemic themes across claims quality and reporting results through formal feedback processes.
• Lead calibration sessions with Claims Managers and stakeholders to align on quality standards and automations, drive accountability, and advocate for actionable improvements.
• Mentor junior Quality Assurance associates on claims domain knowledge, audit technique, and Vulnerable Customer handling practices.
• Collect, analyse, and interpret claims quality data to prioritise improvement recommendations and contribute to monthly and vertical quality reporting.

Skills & Experience

• 3–5 years of experience in claims operations, or a Quality Assurance function within insurance or a highly regulated industry.
• Experience with Jira, or specialist Quality Assurance platforms (e.g. Evaluagent); intermediate Excel or basic BI skills for data tracking.
• Proven ability to interpret complex case data to identify recurring quality themes and advocate for solutions with operational stakeholders.
• Strong ability to build collaborative relationships across Claims Operations, Process Engineering, and Training teams.
• 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 claims quality issues.
• Radical Precision: An uncompromising eye for detail that serves as a line of defence for fair claims outcomes, regulatory compliance, and underwriter standards.
• Adaptive Resilience: Remains composed and accurate under the pressure of high audit volumes, shifting priorities, or ambiguous coverage scenarios.
• Influential Communication: Confident in delivering difficult feedback to operational stakeholders; able to frame quality risk clearly and compellingly to drive change.

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 - Our teams are remote. We work from home.
• 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 all to 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 Privacy Policy.