Team Focus Insurance Group

Analyst

• Conduct monthly audits across calls, tasks, and chat interactions for multiple departments
• Evaluate work against established quality standards and current P&C carrier guidelines
• Document audit findings and provide clear rationale to support scoring decisions
• Assign final audit scores accurately and consistently
• Maintain knowledge of evolving carrier guidelines, procedures, and quality standards
• Participate in internal and external client meetings and follow-up discussions related to quality performance
• Participate in and/or facilitate calibration sessions
• Partner with clients and internal stakeholders to review audit findings, discuss expectations, and maintain alignment on scoring criteria
• Respond professionally and timely to quality-related questions
• Review disputed audit results and supporting documentation to determine whether scoring should be upheld or adjusted
• Provide clear, objective explanations supporting final audit decisions
• Respond to audit disputes within established service-level expectations, generally within 2–3 business days
• Escalate complex quality concerns when appropriate
• Manage audit responsibilities across multiple departments while meeting monthly quality and quantity requirements
• Monitor and incorporate changes to carrier guidelines and departmental procedures
• Collaborate with team members to ensure appropriate audit coverage during extended absences or periods of increased workload
• Maintain accurate, organized audit documentation and records

Quality Analyst