Quality Analyst

Summary

FOCUS is an insurance organization within PEAK6 that uses technology and strategic support across multiple businesses. The Quality Analyst evaluates calls, tasks, and chat interactions for adherence to quality standards and P&C carrier guidelines, collaborates with clients and internal teams, participates in calibration sessions, and resolves audit disputes.

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, including follow-up discussions related to quality performance
• Participate in and/or facilitate calibration sessions to promote consistent application of quality standards
• 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 from clients and internal partners
• 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

Skills

• The ideal candidate is detail-oriented, organized, comfortable working independently, and able to effectively manage competing priorities in a dynamic environment
• 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
• 2–4 years of experience in quality assurance, auditing, insurance operations, or a related field
• P&C insurance experience
• Experience supporting multiple departments and/or P&C insurance carriers
• Strong analytical skills with the ability to interpret guidelines and make objective, well-supported decisions

Qualifications

Must Haves

• The ideal candidate is detail-oriented, organized, comfortable working independently, and able to effectively manage competing priorities in a dynamic environment
• 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

Nice to Haves

• 2–4 years of experience in quality assurance, auditing, insurance operations, or a related field
• P&C insurance experience
• Experience supporting multiple departments and/or P&C insurance carriers
• Strong analytical skills with the ability to interpret guidelines and make objective, well-supported decisions

Benefits

• Healthcare benefits, including medical, dental and vision coverage and an employee assistance program (EAP)
• 401(k) match
• Parental leave
• HSA contribution match
• Paid subscription to the Calm app
• Generous external learning and tuition reimbursement benefits
• Ability to work remotely up to two days a week depending on the role
• May be eligible for a discretionary annual bonus
• Health and wellness benefits