Quality Assurance Analyst

Role Overview:The primary objective of this position is to ensure excellent customer service delivery, enhance sales competency and performance outcomes, ensure compliance with internal processes, and maintain proper documentation of customer interactions.This role requires a professional who combines attention to detail with a coaching mindset, someone who can identify both areas of improvement and best practices, communicate findings constructively, and drive measurable improvements in agent performance, sales results, and customer satisfaction. The Quality Assurance Analyst will be instrumental in helping our team achieve excellence and directly contribute to Univista's business growth.Key ResponsibilitiesReview and audit recorded calls from Customer Service Representatives (CSRs), agents, and customer service staff across all departments. All reviewed calls must have been recorded with proper all-party consent in compliance with Florida StatutePrepare detailed daily and weekly audit reports with comprehensive data analysis, metrics tracking, and performance visualizations; interpret performance data and create actionable dashboards for leadership review.Validate compliance with Univista's established service, sales, retention, and documentation protocols, as well as all applicable federal and state recording and privacy laws.Assess call quality across multiple dimensions: customer tone and engagement, objection handling, problem resolution, sales technique, and compliance adherence.Identify coaching opportunities and areas for improvement in agent communication, customer interaction, and process execution.Recognize and document best practices and positive behaviors observed in calls to share as coaching tools with the team.Identify patterns in recurring errors, non-compliance issues, and performance gaps to inform targeted training and process improvements.Provide constructive, coaching-oriented feedback to help agents improve performance and identify opportunities to save potential sales.Escalate critical compliance violations or customer service failures to the appropriate supervisor for immediate action.Track quality metrics, compliance scores, and performance indicators to monitor trends and improvement progress over time.Partner with Training & Development to identify system-wide training needs based on audit findings and performance gaps.Maintain strict confidentiality and professional discretion when handling sensitive customer and employee information in full compliance with data privacy laws and company policies.Verify that all reviewed calls comply with Florida's all-party consent recording requirements and ensure proper handling of recordings in accordance with federal retention obligations.High School diploma or equivalent (GED)Minimum 1 year of experience in a customer service, quality assurance, or related roleStrong attention to detail and ability to identify quality issues, compliance gaps, and communication deficienciesExcellent written and verbal communication skillsAbility to manage high-volume call audits and maintain consistent quality standardsProficiency with data analysis, reporting tools, and metrics trackingAbility to work independently and manage time effectivelyReliable transportation and availability to work full-time, on-siteBackground check clearance (as required by company policy)Required SkillsAttention to Detail – Ability to identify nuanced communication issues, compliance gaps, and quality concerns in recorded interactions.Analytical Capacity – Strong ability to assess calls objectively, identify patterns, and draw data-driven conclusions about performance.Coaching Mindset – Comfort with delivering constructive feedback that motivates improvement rather than focuses solely on deficiencies.Customer Service Understanding – Knowledge of customer service best practices, including tone, patience, empathy, and problem resolution techniques.Sales Process Knowledge – Understanding of sales methodology, objection handling, closing techniques, and how to identify missed sales opportunities.Written Communication – Ability to prepare clear, professional reports and provide written feedback that is specific and actionable.Judgment & Discretion – Strong criteria for evaluating performance, understanding context, and distinguishing between process violations and coaching opportunities.Organization & Discipline – Ability to manage high-volume call audits, maintain consistent standards, and meet reporting deadlines.Confidentiality, Professional responsibility and discretion in handling sensitive customer interactions and employee performance data.Patience & Empathy , Understanding that agents are human; ability to recognize effort and context while maintaining quality standards.Reporting & Metrics Proficiency , Comfort with data analysis, report generation, and metrics tracking; ability to interpret performance data, create dashboards, and translate findings into actionable insights for leadership.Legal & Compliance Awareness , Understanding of Florida's two-party consent recording requirements data privacy obligations, and the legal framework governing call monitoring and employee coaching documentation.Legal & Compliance Awareness- Understanding of Florida's two-party consent recording requirements (Fla. Stat. § 934.03), data privacy obligations, and the legal framework governing call monitoring and employee coaching documentation.A deep understanding of customer service and insurance sales processesExcellent listening skills and attention to detailAbility to identify what went right AND what went wrong in callsA coaching-oriented rather than punitive mindsetThe patience and communication skills to explain improvement opportunities without demotivating agents and CSRsProfessional judgment about the difference between a critical error and a coaching momentGenuine interest in helping colleagues succeed and improve their performanceA commitment to quality, compliance, and continuous improvementUnderstanding of data privacy and the sensitivity of handling recorded customer conversations #J-18808-Ljbffr UniVista Insurance