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Senior QA Specialist

Senior QA Specialist

International MedicalIndianapolis, IN
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Join a Global Leader in Medical Insurance

Become Our New Senior Quality Assurance Specialist at IMG!

At IMG, we’re proud to be pioneers in international medical insurance—supporting travelers, expats, businesses, and adventure-seekers across the globe. Now, we’re looking for a passionate, detail-driven  Senior QA Specialist  to join our Global Quality & Process Improvement Team and help us deliver world-class service and compliance.

Your Impact Starts Here

As a Senior QA Specialist, you’ll be at the heart of our commitment to excellence—ensuring that complaints, appeals, and escalations are handled with precision, empathy, and regulatory compliance. You’ll work closely with our Global Quality leadership and collaborate across departments to drive continuous improvement and elevate the customer experience.

What You’ll Be Doing

  • Lead the resolution of complex and regulated complaints, appeals, and escalations.
  • Conduct quality audits and share insights to improve service delivery.
  • Collaborate with internal teams, underwriters, regulators, and third parties.
  • Support root cause analysis and implement corrective actions.
  • Champion customer-centric improvements using feedback and data.
  • Ensure compliance with FCA / ICB / DOI regulations and Consumer Duty standards.
  • Contribute to training and coaching initiatives to uplift team performance.

What You Bring

  • 3–5 years of experience in insurance claims, customer service, or complaints handling.
  • Proven background in regulated environments and quality assurance.
  • Strong communication and analytical skills.
  • A proactive mindset with a passion for problem-solving and continuous improvement.
  • Familiarity with Microsoft Office and ability to manage workload independently.

    • Preferred Skills

  • Experience in appeals handling and assistance case reviews.
  • Quality auditing expertise (claims, case, or call handling).
  • Knowledge of ICD-9 / ICD-10 and regulatory frameworks like GDPR or HIPAA.
  • A data-driven approach to identifying trends and improving processes.

    • Ready to Make a Global Impact?

    If you're passionate about quality, compliance, and making a difference in the lives of our members worldwide, we’d love to hear from you. Apply today and help us deliver  Global Peace of Mind® —one case at a time.

    IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

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