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Bestow is a vertical technology platform serving major life insurers, modernizing the insurance value chain through AI and automation. The Quality Assurance, Risk Control & Special Investigations Analyst is a specialized operational role responsible for ensuring service excellence, regulatory compliance, and fraud prevention across Bestow's Third-Party Administrator (TPA) operations.
Key responsibilities span three core functions: (1) Interaction Auditing—conducting comprehensive quality audits of inbound and outbound call center interactions to ensure accuracy, regulatory compliance, and adherence to TPA standard operating procedures; reviewing and auditing completed service and administrative forms for completeness and proper workflow; and delivering constructive feedback to call center agents and team leads. (2) Pre-Referral Fraud Investigation—acting as the initial point of contact for internal fraud referrals, reviewing cases flagged for potential fraudulent activity across claims, policy changes, and applications; collecting and organizing documentation and system history; conducting preliminary analysis to determine fraud validity; and preparing well-documented case files for formal referral to the insurance carrier's Special Investigations Unit (SIU). (3) Control Monitoring & Risk Reporting—executing periodic and event-based monitoring of key operational and financial controls within the TPA environment; assisting in reporting control gaps and emerging risks to Risk and Compliance leadership; collaborating with Operations and Training teams on process improvements and control enhancements; and supporting the development of compliance and fraud awareness training.
The role reports directly to the Customer Experience Manager and is open to hybrid work in Dallas or fully remote (US). Candidates should have a minimum of 2 years of professional experience in Quality Assurance, Compliance, Fraud Analysis, or operations within life insurance, financial services, or TPA environments. Strong knowledge of life insurance policy lifecycle, administrative forms, and TPA procedures is essential. The ideal candidate demonstrates exceptional analytical ability to identify unusual patterns in transaction histories, strong verbal and written communication skills, and the ability to deliver difficult feedback constructively. Preferred qualifications include experience with formal quality monitoring systems (call recording, QA software), familiarity with state and federal regulations governing life insurance (anti-money laundering, privacy), experience with internal control audits (SOX, SOC), and experience creating QA checklists within QA systems.
