At a Glance
- Tasks: Investigate customer contact quality and identify systemic issues in support operations.
- Company: Join Cover Genius, a leading insurtech protecting millions globally.
- Benefits: Enjoy flexible remote work, employee stock options, and social initiatives.
- Other info: Be part of a diverse team committed to inclusivity and community support.
- Why this job: Make a real impact by advocating for better customer experiences.
- Qualifications: 3-5 years in customer service or quality assurance, with strong analytical skills.
The predicted salary is between 45000 - 55000 £ per year.
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, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, and more. 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 recognised 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 commits itself to diverse cultural programs, particularly “CG Gives” which 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 subtle, systemic issues that structured audit execution alone cannot surface. The role sits at the intersection of three knowledge domains: Support Operations processes, the technical environment of Zendesk, and the insurance 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.
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. Your value lies 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.
- Audit Zendesk customer service interactions against Quality Assurance scorecards and internal guidelines.
- Conduct Root Cause Analysis (RCA) on audit findings and report results through formal feedback processes.
- Lead calibration sessions with Support Operations managers to align on quality standards.
- Mentor a junior Quality Assurance associate on support domain knowledge and audit technique.
- Collect, analyse, and interpret support quality data to prioritise improvement recommendations.
Qualifications
- 3–5 years of experience in customer service operations or Quality Assurance within insurance or a highly regulated industry.
- Demonstrated ability to work independently and identify patterns across cross-functional data sources.
- Strong ability to build collaborative relationships across various teams.
- Experience with Jira, Zendesk, or specialist Quality Assurance platforms; intermediate Excel or basic BI skills.
- Proven ability to interpret complex customer interaction data to identify recurring quality themes.
- Bachelor’s degree in a relevant field; a postgraduate degree is desirable.
What you will have
- Objective Advocacy: A natural appetite to go beyond the "why" and fight for the "how".
- Radical Precision: An uncompromising eye for detail that serves as a line of defence for fair customer outcomes.
- Adaptive Resilience: Remains composed under pressure of high audit volumes.
- Influential Communication: Confident in delivering difficult feedback to operational stakeholders.
Why Cover Genius?
- Flexible Work Environment - This position is Remote.
- Employee Stock Options - we reward our people with ownership for their contribution.
- Work with like-minded people who are passionate about giving back.
- 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 or harassment due to any legally protected status.
By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes.
Senior Associate, Quality Assurance employer: Cover Genius
Cover Genius is an exceptional employer that prioritises flexibility and employee well-being, offering a remote work environment that adapts to the needs of its team. With a strong focus on personal and professional growth, employees benefit from stock options and opportunities to engage in meaningful social initiatives through the CG Gives programme. The company fosters a culture of collaboration and inclusivity, making it an ideal place for those seeking a rewarding career in a dynamic and supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Associate, Quality Assurance
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at Cover Genius. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and recent projects. Show us you’re not just another candidate but someone who truly gets what we’re about.
✨Tip Number 3
Practice your storytelling skills. We love hearing about your past experiences, especially how you've tackled challenges in quality assurance or customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Senior Associate, Quality Assurance
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Associate, Quality Assurance role. Highlight relevant experience in customer service operations and quality assurance, especially in regulated industries like insurance. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about quality assurance and how you can contribute to our mission at Cover Genius. Be authentic and let your personality come through – we love that!
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, make sure to highlight any experience you have with tools like Zendesk or Jira. Share examples of how you've used data to identify patterns or improve processes – we’re all about those insights!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Cover Genius!
How to prepare for a job interview at Cover Genius
✨Know Your Stuff
Before the interview, dive deep into Cover Genius and its products. Understand their insurance distribution platform, XCover, and how it integrates with partners like Booking Holdings and Amazon. This knowledge will help you connect your experience in Quality Assurance to their specific needs.
✨Showcase Your Investigative Skills
Be ready to discuss your experience with Root Cause Analysis (RCA) and how you've identified systemic issues in previous roles. Prepare examples that highlight your ability to self-direct investigations and surface hidden problems, especially in customer service operations.
✨Communicate Effectively
Practice articulating complex ideas clearly and confidently. Since the role involves delivering feedback to operational stakeholders, think of ways to frame quality risks compellingly. Use examples from your past where your communication led to meaningful improvements.
✨Emphasise Collaboration
Highlight your experience working across different teams, such as Support Operations and Process Engineering. Be prepared to discuss how you've built relationships to drive accountability and advocate for service improvements, which is crucial for this role.
