Retention Analytics & QA Specialist

Keystone Advisors•Houston, TX

14h

About The Position

Keystone Advisors is seeking a detail-oriented Retention Anal ytics & QA Specialist to support our Retention Team, which partners closely with Sales and Customer Services to improve customer outcomes, reduce churn, and strengthen long-term relationships. This role will support quality assurance (QA), data analytics, reporting, and operational insights related to customer retention efforts. The agent will help ensure data accuracy, analyze performance trends, and produce clear reporting that enables Sales and Customer Services leaders to make informed, data-driven decisions. This is a hands-on position designed for early-career analysts interested in analytics, operations, and customer lifecycle management within a fast-paced, data-driven organization.

Requirements

Bachelor’s degree in progress or recently completed in Data Analytics, Data Science, Statistics, Business Analytics, Operations, or related fields.
Strong Excel skills, including XLOOKUP, pivot tables, and advanced formulas.
Experience with at least one data analysis or reporting tool (Excel, Python, SQL, or similar).
Strong analytical thinking and attention to detail.
Comfort working with operational and performance data.
Strong written and verbal communication skills.
Ability to work collaboratively in a fast-paced, team-oriented environment.

Nice To Haves

Internship or prior experience in analytics, operations, QA, or customer-facing environments.
Exposure to retention, customer lifecycle, or customer experience analytics.
Familiarity with CRM systems (Salesforce or similar).
Experience supporting internal teams with reports, dashboards, or QA reviews.

Responsibilities

Data Collection, Validation & QA Gather, organize, and validate retention-related data from internal systems and reports.
Perform quality assurance checks on data related to: Customer activity Retention performance Sales and Customer Service interactions
Identify data inconsistencies, missing values, and reporting gaps, and work with stakeholders to resolve issues.
Support QA reviews of retention processes, outcomes, and operational workflows.
Retention Analytics & Insights Analyze datasets to identify trends, patterns, and insights related to: Customer retention and churn Sales handoffs and customer lifecycle touchpoints Customer Service effectiveness Data error trends and patterns
Support analysis that helps explain why customers stay, disengage, or escalate issues.
Translate analytical findings into clear insights for Retention, Sales, and Customer Services teams.
Reporting & Dashboards Build, update, and maintain recurring retention and performance reports using: Excel (advanced formulas, XLOOKUP, pivot tables) CRM or internal reporting tools
Assist with creating dashboards that track key retention, quality, and performance metrics.
Ensure reports are accurate, consistent, and delivered on time.
Validate Data from Enrollment Platforms and Carrier Portals to support membership management.
Cross-Functional Collaboration & Support Partner with the Retention Team to understand reporting and QA needs.
Support Sales and Customer Services teams by responding to: Data validation questions Performance and retention metric requests QA and reporting inquiries
Translate business questions into clear data requirements and actionable outputs.
Present findings in a clear, concise way to both technical and non-technical audiences.
Process Improvement & Documentation Document data sources, QA checks, report logic, and workflows.
Identify opportunities to improve data accuracy, reporting efficiency, and QA processes.
Assist with standardizing recurring reports and retention metrics.