Quality Assurance Analyst

Job Title: Quality Assurance Analyst – Call Center & Underwriting Support

Department: Unified Underwriting Support

Location: Oak Ridge, TN Office - Hybrid (as applicable)

About Acrisure
Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:
The Quality Assurance Analyst is responsible for defining, implementing, and maintaining rigorous quality standards across all departments, call center operations, and the entry-level underwriting support group. This role develops clear performance measures, audits interactions and task work, delivers a quantitative scorecard, and designs targeted training and development plans to drive continuous improvement and ensure every team member meets or exceeds expectations.

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.

Requirements:

• Bachelor's degree in Business Administration, Risk Management, Insurance, or a related field.
• Minimum 2 years of quality assurance experience, preferably in a call center or insurance underwriting environment.
• Proficiency with QA tools and MS Office (Excel, PowerPoint).
• Exceptional attention to detail and ability to translate data into actionable insights.
• Excellent communication and coaching skills.
• High integrity, confidentiality, and ability to manage multiple priorities in a dynamic environment.

Education/Experience:
Bachelor's degree in Business Administration, Risk Management, Insurance, or related field required. Minimum 2 years of quality assurance experience, preferably in a call center or insurance underwriting environment.

Physical Demands:
Examples:

• Prolonged periods of sitting at a desk and working on a computer.

Benefits & Perks:

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs
• Offering hybrid work option
• Opportunities for Growth
• Parental Leave
• Generous time away

Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
California
residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure's property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure's Human Resources Talent Department.