Quality Assurance Analyst

Acrisure•Oak Ridge, TN

7d•Hybrid

About The Position

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more. Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win. The Quality Assurance Analyst is responsible for defining, implementing, and maintaining rigorous quality standards across all departments, call center operations, and the entry-level underwriting support group. This role develops clear performance measures, audits interactions and task work, delivers a quantitative scorecard, and designs targeted training and development plans to drive continuous improvement and ensure every team member meets or exceeds expectations.

Requirements

Bachelor’s degree in Business Administration, Risk Management, Insurance, or a related field.
Minimum 2 years of quality assurance experience, preferably in a call center or insurance underwriting environment.
Proficiency with QA tools and MS Office (Excel, PowerPoint).
Exceptional attention to detail and ability to translate data into actionable insights.
Excellent communication and coaching skills.
High integrity, confidentiality, and ability to manage multiple priorities in a dynamic environment.

Responsibilities

Define clear, measurable QA metrics and KPIs for call center and underwriting support operations.
Conduct regular audits of calls, chats, emails, and underwriting support tasks for compliance and quality.
Develop and maintain QA scorecards, generating weekly and monthly reports on team performance.
Provide timely, constructive feedback and coaching to team members and leads.
Collaborate with training and operations to design workshops, refresher courses, and job aids.
Identify and address gaps in performance with personalized development plans.
Analyze root causes of recurring quality issues and recommend process improvements.
Work closely with leadership to align QA objectives with business goals.
Participate in cross-functional initiatives to pilot new quality measures.