Quality Assurance and Training Analyst

Position Summary:
The Quality Assurance and Training Analyst is responsible for promoting operational excellence through quality assurance, auditing, process improvement, and employee development initiatives. This role plays a critical part in ensuring operational accuracy, consistency, compliance, and readiness across business processes while supporting the onboarding and continued development of team members.

The ideal candidate is highly detail-oriented, analytical, and process-driven, with a passion for continuous improvement and knowledge sharing. This individual will partner across teams to evaluate operational performance, identify opportunities for improvement, maintain documentation, and deliver effective training programs that support organizational success. 

Key Responsibilities:

• Design, implement, and manage quality assurance programs across operational workflows to ensure compliance, accuracy, consistency, and operational excellence.
• Conduct quality reviews and audits of operational processes, transactions, and workflows to identify trends, process gaps, and opportunities for improvement.
• Audit automated systems and existing operational processes to validate accuracy, reliability, and adherence to established procedures and controls.
• Monitor operational performance and compliance with policies, procedures, service standards, and business requirements.
• Investigate operational discrepancies, document findings, and recommend corrective actions and process improvements.
• Develop, maintain, and analyze quality metrics, scorecards, dashboards, and reporting to provide actionable insights to leadership.
• Support internal and external audit activities by gathering documentation, validating controls, and ensuring operational readiness.
• Partner with cross-functional stakeholders to improve processes, reduce operational risk, and enhance efficiency.
• Identify opportunities for automation, standardization, and workflow optimization to support scalability and operational excellence.
• Create, maintain, and update Standard Operating Procedures (SOPs), process documentation, and training materials.
• Develop onboarding resources and learning materials for new hires and existing team members.
• Facilitate onboarding and training sessions to ensure successful employee ramp-up and operational readiness.
• Conduct ongoing and refresher training programs to support process updates, quality initiatives, and continuous learning.
• Partner with leaders and subject matter experts to identify knowledge gaps and develop targeted training solutions.
• Support communication and training efforts related to new processes, workflows, systems, and operational changes.
• Promote a culture of continuous improvement, knowledge sharing, and operational excellence.
• Own and maintain a centralized knowledge base to ensure operational documentation remains accurate, accessible, and up to date.
• Conduct periodic reviews of documentation and training content to ensure alignment with current business processes and quality standards.
• Partner with the Claims team to evaluate operational quality, identify trends, provide actionable feedback, and support ongoing process improvements and training initiatives.

Required Qualifications:

• 2–4 years of experience in quality assurance, operations, auditing, compliance, training, learning and development, or a related field.
• Property & Casualty Producer License in home state or ability to obtain and maintain required licensing within established timelines.
• Strong analytical, organizational, and problem-solving skills with exceptional attention to detail.
• Experience conducting audits, quality reviews, or process validation activities.
• Experience creating SOPs, process documentation, training materials, and knowledge management resources.
• Strong written and verbal communication skills with the ability to communicate complex information clearly and effectively.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite and Google Workspace tools.
• Ability to analyze data, identify trends, and provide actionable recommendations.

Preferred Qualifications (Bonus Experience):

• Experience facilitating employee onboarding, coaching, or training programs.
• Familiarity with Salesforce or similar operational platforms.
• Experience working with quality assurance frameworks, audit programs, or operational controls.
• Experience developing reporting dashboards and performance metrics.
• Insurance, insurtech, fintech, financial services, or customer operations experience.
• Experience supporting process improvement, automation, or operational excellence initiatives.
• Experience developing and delivering training programs in a fast-paced operational environment.
• Experience administering or maintaining knowledge management platforms such as Confluence.

Our interview process:

Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!

• Phase 1: Qualified candidates will first meet with a member of our People Operations team for a phone interview.  This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
• Phase 2: Selected candidates will be invited to meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role
• Phase 3: Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility.

What's in it for you:

Coterie has excellent benefits for all full-time employees. We offer the following:

• 100% remote
• Health insurance through Aetna (we pay 100% of premiums)
• Dental and vision insurance through Guardian (we pay 100% of premiums)
• Basic life insurance (we pay 100% of premiums)
• Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
• 401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
• Flexible PTO policy offering employees up to 4 weeks of PTO in their first 12 months. Thereafter, PTO usage aligns with company standards and typically does not exceed 5 weeks per calendar year.
• 12 company-paid holidays each year
• Continuing education annual stipend
• Annual salary estimated between $65,000-$70,000 (paid hourly) based on national data. Candidates who meet all the minimum requirements and possess additional relevant experience, as outlined in the job description, may be considered for a salary above the midpoint of the above range. Salary is based on internal equity; internal salary ranges; market data/ranges; applicant’s skills; prior relevant experience; degrees or certifications, etc. 

Work Authorization:
At this time, Coterie Insurance is unable to consider candidates who require current or future visa sponsorship. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future. Falsification of an application, including work authorization status, is immediate grounds for dismissal from consideration.