Quality Analyst

Department:

Training & Quality

Typical Tenure for this Role:

2-4 years

Promotion to this role is subject to availability.

Role Overview

Role Description

As the Quality Assurance Analyst, you are integral to maintaining and enhancing the service standards across the Independent Agency Customer Service Group (which includes Customer Service, Service Center, and Underwriting). Your primary responsibilities include developing, maintaining, and iterating on the Quality Assurance (QA) program and providing coaching and mentoring within the group. You will play a crucial role in managing and implementing Automated Quality Management (AQM) and Voice Analytics (VA), while also leveraging emerging AI tools to drive organizational excellence.

Key Skills & Competencies

Success in this position requires a blend of technical expertise and interpersonal skills:

Quality Assurance Methodologies: Strong knowledge of best practices in QA program development and execution.

Voice Analytics: Proficiency in leveraging data from Voice Analytics tools.

Coaching & Mentoring: The ability to effectively develop and guide team members.

Project Management: Skills to manage the implementation and iteration of complex AQM and VA initiatives.

KPIs

Performance is measured by the impact on team development and the strategic use of data:

Coaching Success: Achieving the successful "graduation" and transition of employees participating in coaching programs.

Reporting: Providing desired KPIs and reports to the management team through AQM and VA.

Action Planning: Identifying key areas of need based on QA analysis (from individual to department level) and successfully recommending action plans to address them.