Quality Assurance Analyst

The Quality Assurance Analyst is responsible for defining, implementing, and maintaining rigorous quality standards across all departments, call center operations, and the entry-level underwriting support group.

Requirements

• Define clear, measurable QA metrics and KPIs for call center and underwriting support operations.
• Conduct regular audits of calls, chats, emails, and underwriting support tasks for compliance and quality.
• Develop and maintain QA scorecards, generating weekly and monthly reports on team performance.
• Provide timely, constructive feedback and coaching to team members and leads.
• Collaborate with training and operations to design workshops, refresher courses, and job aids.
• Identify and address gaps in performance with personalized development plans.
• Analyze root causes of recurring quality issues and recommend process improvements.
• Work closely with leadership to align QA objectives with business goals.
• Participate in cross-functional initiatives to pilot new quality measures.

Benefits

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs
• Opportunities for Growth
• Parental Leave
• Generous time away