Agency Support Quality Analyst

Agency Support Quality Analyst

Responsibilities

• Quality Assurance Auditing: Conduct regular, structured QA audits on resident Proof of Insurance (POI) evaluations, policy updates, cancellations, and reinstatements processed by the verification team.
•  Coaching & Feedback: Provide clear, actionable, and constructive feedback to team members on audit findings to correct errors, reinforce standards, and encourage performance improvements. 
• Training & Onboarding: Lead training sessions for new hires and conduct refresher training for existing staff on updated SOPs, complex policy rules, and edge-case document processing. 
  
  
• Root Cause & Trend Analysis: Analyze error patterns and audit data to identify recurring operational bottlenecks or training gaps; present actionable insights to team leads and the US-based Supervisor. 
  
  
• Production Support (Reduced Volume): Maintain hands-on expertise by processing a reduced quota of active document verification cases, ensuring continuous alignment with day-to-day queue workflows.
  
• SOP Maintenance: Partner with leadership to create, update, and refine SOP documentation, training guides, and audit rubric materials as policy or system requirements evolve. 

Essential Functions

• Systematically review processed records against community coverage standards with high detail and consistency.
  
  
• Translate complex quality data and error trends into clear coaching points and structured learning modules.
• Maintain an objective, supportive, and collaborative approach when delivering performance feedback to peers across shifts.
  
  
• Flexibly manage time between active processing queues, daily audit quotas, and interactive coaching sessions. 
  
  
• Effectively communicate audit findings, trend updates, and operational risks to US-based leadership. 
  
  
• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. 
  
  
• Maintain professional interaction with internal and external stakeholders.
  
  
• Ability to work in a fast-paced and high-stress environment. 

Minimum Qualifications

• English Proficiency: High-level English language proficiency—both written and verbal—with superior comprehension and communication skills for leading training sessions and providing feedback. 
  
  
•  Relevant Experience: 3+ years of total experience in back-office operations, document verification, or insurance operations, with at least 1+ years in a dedicated Quality Analyst, Peer Coach, or Senior SME role. 
  
  
•  Insurance Knowledge: Strong understanding of Property & Casualty (P&C) insurance documents (declaration pages, COIs) and renter's insurance concepts. 
  
  
• Analytical & Reporting Skills: Proven ability to analyze audit data, track metrics in spreadsheets (Excel/Google Sheets), and identify workflow trends. 
  
  
• Technical Proficiency: Hands-on experience with CRM platforms, ticketing systems (e.g., Zendesk), and standard productivity suites. 
  
  
• Typically requires a minimum of 2 - 4 years of related experience in customer service, quality assurance, or insurance support. 
  
  
• High School Diploma or equivalent required; some college coursework in business or a related field preferred. 

AI & Operational Fluency

•  AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
  
  
•  Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations. 
  
  
•  Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models. 
  
  
• Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.