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Acrisure · 2 days ago

Quality Assurance Analyst

Oak Ridge, TN

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Acrisure is a global Fintech leader offering a range of financial products and services. The Quality Assurance Analyst will define and maintain quality standards across call center operations and underwriting support, develop performance measures, conduct audits, and design training plans to drive continuous improvement.

Financial ServicesInsuranceInsurTech

Responsibilities

Define clear, measurable QA metrics and KPIs for call center and underwriting support operations

Conduct regular audits of calls, chats, emails, and underwriting support tasks for compliance and quality

Develop and maintain QA scorecards, generating weekly and monthly reports on team performance

Provide timely, constructive feedback and coaching to team members and leads

Collaborate with training and operations to design workshops, refresher courses, and job aids

Identify and address gaps in performance with personalized development plans

Analyze root causes of recurring quality issues and recommend process improvements

Work closely with leadership to align QA objectives with business goals

Participate in cross-functional initiatives to pilot new quality measures

Qualification

Quality Assurance experienceQA tools proficiencyMS Office proficiencyAttention to detailCoaching skillsMulti-taskingCommunication skillsIntegrityConfidentiality