Internal Auditor – Ticket Quality

Key Responsibilities:

1. Ticket Review and Verification
- Audit all resolved tickets daily, with priority on Quoting and Customer Service tickets.
- Verify that each ticket adheres to the company’s SOP standards for completeness, accuracy, tone, and resolution quality.
- Identify tickets that require correction, clarification, or improvement.

2. Ticket Reopening and Quality Control
- If a ticket does not meet SOP quality standards, change its status to “Open” and return it to the responsible agent for revision.
- Provide clear feedback or notes specifying what needs to be fixed.

3. Non-Negotiable Offense Escalation
- Review for any Non-Negotiable Policy violations (e.g., negligence, misinformation, misconduct, tampering, dishonesty, etc.).
- Collect evidence or proof supporting the findings (screenshots, timestamps, logs, etc.).
- Submit an escalation report to the Operations Manager (OM) indicating:
- The offense committed
- The specific policy breached
- The recommended consequence as per company guidelines
- The supporting proof or evidence

4. End-of-Day (EOD) Reporting
- Submit a daily summary report to the OM containing:
- Total number of tickets audited
- Number of tickets marked as “Quality Resolved”
- Number of tickets reopened for fixing
- Summary of any Non-Negotiable offenses found and actions taken

5. Continuous Improvement
- Provide recurring feedback to Team Leads and Management regarding common quality issues or trends.
- Suggest improvements to SOPs and training materials to prevent recurring quality gaps.


Qualifications:
- Proven experience in quality assurance, auditing, or operations support, preferably in a US insurance agency.
- Strong attention to detail and analytical mindset.
- Familiarity with ticketing systems (e.g., Freshdesk, Zendesk, or similar).
- Excellent written communication skills.
- Ability to handle sensitive or disciplinary findings discreetly and professionally.
- Strong understanding of company SOPs and Non-Negotiable Policies.