The Quality Assurance Specialist is responsible for evaluating the quality, consistency, and compliance of customer interactions and operational processes across the Insurance Agency. Through call monitoring, transaction reviews, quality assessments, and performance analysis, this role helps ensure an exceptional customer experience while supporting organizational goals.

The Quality Assurance Specialist partners closely with Sales, Service, Retention, Training, and Leadership teams to identify performance trends, coaching opportunities, compliance risks, and process improvements. This position serves as a trusted resource by providing objective feedback, actionable insights, and recommendations that drive continuous improvement across the organization.

• Conduct quality evaluations of sales and service interactions through live monitoring, call recordings, and transaction reviews.
• Evaluate customer interactions for compliance with company policies, carrier guidelines, regulatory requirements, and quality standards.
• Monitor and evaluate customer interactions handled by AI-powered virtual agents, identifying opportunities to improve conversation flows, customer experience, containment rates, and escalation accuracy.
• Complete quality assessments accurately and document results within established quality management systems.
• Monitor individual and team performance using quality monitoring tools and reporting systems.
• Identify coaching opportunities, training needs, and recurring performance trends, and communicate findings to leadership and the Training team.
• Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
• Prepare, analyze, and present quality reports, metrics, and performance insights to managers and leadership.
• Identify process improvement opportunities and provide recommendations to enhance quality, efficiency, compliance, and customer experience.
• Maintain a working knowledge of insurance products, underwriting guidelines, agency procedures, and operational processes.
• Partner with operational leaders to support quality initiatives, special projects, and continuous improvement efforts.
• Maintain confidentiality and professionalism while handling sensitive employee and customer information.
• Perform other duties as assigned.

• Minimum two years of experience in Quality Assurance, Contact Center Operations, Insurance Operations, Training, or a related field.
• Strong analytical skills with the ability to interpret performance data and identify trends.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail with the ability to evaluate work objectively and consistently.
• Ability to build collaborative relationships across departments and provide constructive feedback.
• Proficiency with Microsoft Office applications, reporting tools, quality monitoring systems, and contact center technology.
• Self-motivated with strong organizational, time management, and problem-solving skills.
• High School diploma required.

Certifications, Licenses, and/or Registration          

• Property & Casualty General Lines Agent License is preferred.  

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