Quality Analyst

Summary

FOCUS provides cloud-based core administration solutions and services for P&C insurance companies and MGAs. The Quality Analyst evaluates calls, tasks, and chat interactions across multiple departments, audits adherence to quality standards and P&C carrier guidelines, participates in calibration and client collaboration, resolves audit disputes, and maintains organized audit documentation.

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 preferred
• P&C insurance experience strongly preferred
• 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 preferred
• P&C insurance experience strongly preferred
• 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

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account
• 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