Quality Analyst
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Job Description
Quality Analyst auditing calls, tasks, and chats for FOCUS’s cloud-based P&C insurance and MGA administration solutions. Reviewing carrier compliance, resolving audit disputes, and partnering with clients.
Responsibilities:
- Conduct monthly audits across calls, tasks, and chat interactions for multiple departments
- Evaluate work against established quality standards and current P&C carrier guidelines
- Document audit findings and provide clear rationale to support scoring decisions
- Assign final audit scores accurately and consistently
- Maintain knowledge of evolving carrier guidelines, procedures, and quality standards
- Participate in internal and external client meetings and follow-up discussions related to quality performance
- Participate in and/or facilitate calibration sessions
- Partner with clients and internal stakeholders to review audit findings, discuss expectations, and maintain alignment on scoring criteria
- Respond professionally and timely to quality-related questions
- Review disputed audit results and supporting documentation to determine whether scoring should be upheld or adjusted
- Provide clear, objective explanations supporting final audit decisions
- Respond to audit disputes within established service-level expectations, generally within 2–3 business days
- Escalate complex quality concerns when appropriate
- Manage audit responsibilities across multiple departments while meeting monthly quality and quantity requirements
- Monitor and incorporate changes to carrier guidelines and departmental procedures
- Collaborate with team members to ensure appropriate audit coverage during extended absences or periods of increased workload
- Maintain accurate, organized audit documentation and records
Requirements:
- 2–4 years of experience in quality assurance, auditing, insurance operations, or a related field preferred
- P&C insurance experience strongly preferred
- Experience reviewing work for accuracy, compliance, and adherence to established guidelines
- Experience working in a deadline-driven environment with multiple priorities
- Strong written and verbal communication skills, including experience communicating with clients or business partners
- Demonstrated attention to detail, organization, and time-management skills
- Ability to work independently while effectively collaborating with cross-functional team
- Experience supporting multiple departments and/or P&C insurance carriers preferred
- Strong analytical skills with the ability to interpret guidelines and make objective, well-supported decisions
Benefits:
- Medical, Dental, Vision, Life, Pet insurance
- Flexible Spending Account
- Competitive Salaries
- 401K Match
- Personal Days
- PTO Days
- 12 Paid Holidays
- Two Paid Days for Volunteer Service
- Paid Parental Leave
- Short and Long-Term Disability
- Employee Support Programs, Including Mental Health
- Tuition Reimbursement
- Matching Charitable Gift Program
- Lucrative Referral Program
- Commuter Benefits
- Remote and Hybrid Opportunities Available
- Development and advancement opportunities
- Support of outstanding leaders and teammates
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