Quality Analyst

Job Summary

Evaluating calls, tasks, and chat interactions, the full-time remote Quality Analyst will ensure adherence to quality standards and P&C carrier guidelines while collaborating with internal teams and clients, participating in calibration sessions, and addressing audit disputes.

Key Responsibilities

• Conduct monthly audits across calls, tasks, and chat interactions to evaluate compliance with quality standards
• Participate in client meetings and calibration sessions to align on quality performance and expectations
• Review and resolve audit disputes, providing objective explanations for final scoring decisions

Required Qualifications

• 2-4 years of experience in quality assurance, auditing, or insurance operations preferred
• Strongly preferred experience in P&C insurance
• Experience in reviewing work for accuracy and compliance with established guidelines
• Ability to manage multiple priorities in a deadline-driven environment
• Strong analytical skills to interpret guidelines and support objective decisions