About the Company

Cover Genius is the global infrastructure for embedded protection. Active in over 60 countries and all 50 US States, we protect the customers of the world’s largest digital companies, including Klarna, Revolut, Stripe, Priceline, Agoda, Booking.com, Turkish Airlines, Tongcheng Travel, eBay, and Uber, with seamless, end-to-end experiences. Cover Genius has protected more than 73M customers globally across 240M policies with USD $3.2BN in gross written sales.

Coming off a stellar year with 40% YoY revenue growth and a recent $100M capital raise, putting our valuation at $1.9BN, we are accelerating into our next phase of growth. As part of our team, you’ll help drive our AI-first roadmap, developing hyper-personalization engines, agentic distribution, and automated claims infrastructure, while building the scalable technology powering the fast-growing $70B embedded protection market.

Our people are: Accountable, customer-obsessed, collaborative, driven

Our people are not: Passive, defensive, siloed, hesitant

About the Role

As a Quality Analyst on our Quality Team, you will own the quality audit of claim files across the Ticketing vertical, ensuring every customer touchpoint is satisfactory, claims decision is fair, defensible, and aligned with our regulatory and underwriter obligations.

To drive success in this role, you will bring 3–5 years of experience in claims operations or a quality assurance function within a regulated industry, alongside a strong grasp of insurance coverage principles and a Consumer Duty mindset that goes beyond technical compliance. As the Quality Analyst, you will conduct advanced audits of high risk cases — including Vulnerable Customer handling, fraudulent claims or potential complaints — and lead root cause analysis to surface systemic quality themes. Regular collaboration with Claims Operations, Training, and Product teams will be key in ensuring audit insights translate into measurable quality improvements.

Key Responsibilities

• Audit claims across the Ticketing vertical against QA scorecards and insurance guidelines, with particular attention to coverage decisions, claims outcomes, and Vulnerable Customer handling — including ad-hoc audit requests.

• Conduct deep-dive Root Cause Analysis (RCA) on audit findings, identifying systemic themes across claims quality and reporting results through formal feedback processes.

• Lead calibration sessions with Claims Managers and stakeholders to align on quality standards and automations, drive accountability, and advocate for actionable improvements.

• Mentor junior Quality Assurance associates on claims domain knowledge, audit technique, and Vulnerable Customer handling practices.

• Collect, analyse, and interpret claims quality data to prioritise improvement recommendations and contribute to monthly and vertical quality reporting.

Skills & Experience

• 3–5 years of experience in claims operations, or a Quality Assurance function within insurance or a highly regulated industry.

• Experience with Jira, or specialist Quality Assurance platforms (e.g. Evaluagent); intermediate Excel or basic BI skills for data tracking.

• Proven ability to interpret complex case data to identify recurring quality themes and advocate for solutions with operational stakeholders.

• Strong ability to build collaborative relationships across Claims Operations, Process Engineering, and Training teams.

• Bachelor's degree in a relevant field; a postgraduate degree and/or record of academic achievement is also desirable.

What you will have

• Objective Advocacy: A natural appetite to go beyond the "why" and fight for the "how" — actively advocating for systemic solutions to recurring claims quality issues.

• Radical Precision: An uncompromising eye for detail that serves as a line of defence for fair claims outcomes, regulatory compliance, and underwriter standards.

• Adaptive Resilience: Remains composed and accurate under the pressure of high audit volumes, shifting priorities, or ambiguous coverage scenarios.

• Influential Communication: Confident in delivering difficult feedback to operational stakeholders; able to frame quality risk clearly and compellingly to drive change.
  

🤔 Why Cover Genius?

At Cover Genius, we create magic by turning the archaic into the extraordinary. We take one of the world’s oldest and most complex industries and reinvent it with world-class technology. Cover Genius doesn’t just disrupt legacy insurance; we make the impossible feel effortless. Our operating principles guide our mission:

• Make today matter: We deliver with urgency and excellence. We act decisively, move with intention, and hold a high bar.

• Act with accountability: We own our commitments and take pride in delivering results that move us forward.

• Grow together: We are a collective of curious minds. We learn from wins and setbacks, share knowledge generously, and elevate each other every day.

• Inspire Each Other: We push each other to think bigger and pull together to go further.

• Champion Our Customers: We lead with empathy and center the customer, turning complex disruptions into seamless moments of trust.

• Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

• Don't just take our word for it - hear about our culture straight from our people here: story time.
  

Ready to make an impact? If you’re looking for a place where you’ll be challenged, trusted, and empowered, we’d love to meet you.

The Legal & Privacy Stuff

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store, and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.