Agency Support Quality Analyst

The Agency Support Quality Analyst plays a vital role in upholding the accuracy, efficiency, and compliance standards of our Renter’s Insurance Verification operations. While maintaining a reduced volume of direct document processing, this role primarily focuses on performing quality assurance (QA) audits on insurance verification reviews completed by the broader India-based team. Beyond auditing, the Quality Analyst acts as an operational coach—analyzing trend data, delivering constructive feedback, identifying knowledge gaps, and leading ongoing training initiatives to ensure high accuracy and strict adherence to Standard Operating Procedures (SOPs).

Responsibilities

- Quality Assurance Auditing: Conduct regular, structured QA audits on resident Proof of Insurance (POI) evaluations, policy updates, cancellations, and reinstatements processed by the verification team.

- Coaching & Feedback: Provide clear, actionable, and constructive feedback to team members on audit findings to correct errors, reinforce standards, and encourage performance improvements.

- Training & Onboarding: Lead training sessions for new hires and conduct refresher training for existing staff on updated SOPs, complex policy rules, and edge-case document processing.

- Root Cause & Trend Analysis: Analyze error patterns and audit data to identify recurring operational bottlenecks or training gaps; present actionable insights to team leads and the US-based Supervisor.

- Production Support (Reduced Volume): Maintain hands-on expertise by processing a reduced quota of active document verification cases, ensuring continuous alignment with day-to-day queue workflows.

- SOP Maintenance: Partner with leadership to create, update, and refine SOP documentation, training guides, and audit rubric materials as policy or system requirements evolve.

Essential Functions

- Systematically review processed records against community coverage standards with high detail and consistency.

- Translate complex quality data and error trends into clear coaching points and structured learning modules.

- Maintain an objective, supportive, and collaborative approach when delivering performance feedback to peers across shifts.

- Flexibly manage time between active processing queues, daily audit quotas, and interactive coaching sessions.

- Effectively communicate audit findings, trend updates, and operational risks to US-based leadership.

- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

- Maintain professional interaction with internal and external stakeholders.

- Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications

- English Proficiency: High-level English language proficiency—both written and verbal—with superior comprehension and communication skills for leading training sessions and providing feedback.

- Relevant Experience: 3+ years of total experience in back-office operations, document verification, or insurance operations, with at least 1+ years in a dedicated Quality Analyst, Peer Coach, or Senior SME role.

- Insurance Knowledge: Strong understanding of Property & Casualty (P&C) insurance documents (declaration pages, COIs) and renter's insurance concepts.

- Analytical & Reporting Skills: Proven ability to analyze audit data, track metrics in spreadsheets (Excel/Google Sheets), and identify workflow trends.

- Technical Proficiency: Hands-on experience with CRM platforms, ticketing systems (e.g., Zendesk), and standard productivity suites.

- Typically requires a minimum of 2 - 4 years of related experience in customer service, quality assurance, or insurance support.

- High School Diploma or equivalent required; some college coursework in business or a related field preferred.

AI & Operational Fluency

- AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.

- Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.

- Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.

- Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?