About the Role
About the Role
At BlueKarrots, quality is at the heart of everything we do. We are seeking a highly detail-oriented and analytical Quality Assurance (QA) Specialist to join our growing team. In this role, you will be responsible for monitoring and evaluating calls across our Final Expense telesales, verification, retention, and customer service departments.
As a QA Specialist, your focus will be on ensuring compliance with industry regulations, maintaining call quality, and enhancing the overall customer experience. Beyond evaluation, you will play a key role in coaching agents, identifying training needs, and recommending process improvements that drive operational excellence. This is a critical position that directly impacts customer satisfaction, agent performance, and business growth.
Key Responsibilities
• Monitor and review both live and recorded calls to assess performance, compliance, and customer experience.
• Evaluate agent communication skills, professionalism, script adherence, and objection-handling techniques.
• Identify potential compliance risks and escalate issues promptly in accordance with company policy.
• Provide agents with constructive feedback, coaching insights, and actionable recommendations for continuous improvement.
• Collaborate with trainers, team leads, and managers to align QA findings with ongoing training initiatives and performance goals.
• Prepare and deliver weekly and monthly QA reports highlighting performance trends, compliance metrics, and opportunities for improvement.
• Recommend and implement process improvements aimed at boosting customer satisfaction and operational efficiency.
• Ensure strict adherence to internal company standards as well as external insurance industry regulations.
What We Offer
• Competitive salary with opportunities for performance-based bonuses.
• A platform to shape, refine, and improve QA processes within a fast-growing organization.
• Comprehensive training and continuous professional development programs.
• Clear career growth opportunities into training, compliance, or management roles.
• A collaborative and supportive work culture where quality, compliance, and customer satisfaction are core values.
Requirements
1–3 years of experience in call center Quality Assurance, Compliance, or Audit functions (experience in insurance or tele sales is strongly preferred).
Solid understanding of Final Expense tele sales processes and compliance standards (a strong plus).
Excellent listening, analytical, and documentation skills.
Ability to deliver constructive and professional feedback to agents and supervisors.
High attention to detail with strong problem-solving and critical thinking abilities.
Flexibility to work U.S. business hours (night shifts if offshore).
Proficiency with CRM platforms, QA monitoring tools, and reporting software.
About the Company
At BlueKarrots, we’re more than just a call center — we’re a team that helps shape the future of the Life Insurance and Final Expense industry. Every day, our professionals support top IMOs in the U.S. with outbound sales, client engagement, and back-office operations.
What sets us apart is our focus on people. We invest in hiring and developing talent, giving our team the tools, training, and support they need to excel. When you join BlueKarrots, you’re stepping into an environment that values growth, rewards hard work, and encourages you to build a long-term career.
Here, your skills make a real impact — for our clients, our partners, and your own success.