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