QA Claim - SPX Express

Conduct periodic sampling of claim tickets from the CRM system to ensure agent handling is in compliance with applicable SOPs, guidelines, and policies. Identify handling errors, misclassification, or process non-compliance, and document QA findings along with their categories and severity levels. Provide feedback to agents or relevant teams and perform follow-up corrective actions on QA findings until resolution. Prepare weekly and monthly QA reports covering error rates, trends, and recurring