Quality Assurance Analyst
About The Position
The Quality Assurance Analyst ensures excellent customer service delivery, improves sales competency and performance, supports compliance with internal processes, and maintains proper documentation of customer interactions. The role reviews recorded customer calls, evaluates service and sales quality, identifies compliance issues and coaching opportunities, and provides constructive feedback to help agents improve performance, sales results, and customer satisfaction. The analyst also tracks performance trends, prepares reports and dashboards for leadership, and partners with Training & Development on training and process improvements. All call reviews must comply with Florida all-party consent requirements, applicable privacy laws, and federal recording-retention obligations. The position is full-time and on-site at the company’s Miami, Florida headquarters.
Requirements
- High school diploma or equivalent (GED).
- At least 1 year of experience in customer service, quality assurance, or a related role.
- Strong attention to detail and ability to identify quality issues, compliance gaps, and communication deficiencies.
- Excellent written and verbal communication skills.
- Ability to manage high-volume call audits and maintain consistent quality standards.
- Proficiency with data analysis, reporting tools, and metrics tracking.
- Ability to work independently and manage time effectively.
- Reliable transportation and availability to work full-time on-site.
- Background check clearance as required by company policy.
- Knowledge of customer service best practices, including tone, patience, empathy, and problem resolution.
- Understanding of sales methodology, objection handling, closing techniques, and missed sales opportunities.
- Ability to write clear, professional reports and specific, actionable feedback.
- Sound judgment and discretion in evaluating performance and distinguishing process violations from coaching opportunities.
- Strong organization and discipline, including the ability to meet reporting deadlines.
- Ability to handle sensitive customer interactions and employee performance data confidentially.
- Understanding of Florida call-recording consent requirements, data privacy obligations, and the legal framework for call monitoring and coaching documentation.
- Deep understanding of customer service and insurance sales processes.
- Excellent listening skills and a coaching-oriented, patient, and empathetic approach.
Responsibilities
- Review and audit recorded calls from customer service representatives, agents, and customer service staff across departments, ensuring proper all-party consent was obtained.
- Prepare daily and weekly audit reports with data analysis, metrics tracking, performance visualizations, and actionable dashboards for leadership.
- Validate compliance with company service, sales, retention, and documentation protocols and applicable recording and privacy laws.
- Assess call quality, including customer tone and engagement, objection handling, problem resolution, sales technique, and compliance.
- Identify coaching opportunities and improvements in agent communication, customer interactions, and process execution.
- Document and share best practices and positive behaviors as coaching tools.
- Identify recurring errors, compliance issues, and performance gaps to inform training and process improvements.
- Provide constructive, coaching-oriented feedback to agents and identify opportunities to save potential sales.
- Escalate critical compliance violations and customer service failures to the appropriate supervisor.
- Track quality metrics, compliance scores, and performance indicators over time.
- Partner with Training & Development to identify training needs based on audit findings.
- Maintain confidentiality and discretion when handling sensitive customer and employee information.
- Verify compliance with Florida all-party consent requirements and proper handling of recordings under federal retention obligations.
Benefits
- One week of paid time off initially, increasing with tenure.
- Medical insurance.
- Dedicated sick time separate from paid time off.
- Dental insurance.
- Vision insurance.
- Performance bonus tied to results.
- Voluntary supplemental insurance plans.
- Employee referral rewards.
- Company-paid basic life insurance.
- Career growth path from CSR to agent, team lead, manager, and owner.
- Ongoing sales, product, customer service, and compliance training.
- 401(k) with company match.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
