Agency Support Quality Analyst

Pune · 2-4 years experience · Full-time · Hybrid · Posted Oct 1, 2026

At a glance

The Agency Support Quality Analyst plays a vital role in upholding the accuracy, efficiency, and compliance standards of our Renter's Insurance Verification operations.
This role primarily focuses on performing quality assurance 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.

Conduct regular, structured QA audits on resident Proof of Insurance (POI) evaluations, policy updates, cancellations, and reinstatements processed by the verification team.
Provide clear, actionable, and constructive feedback to team members on audit findings to correct errors, reinforce standards, and encourage performance improvements.
Lead training sessions for new hires and conduct refresher training for existing staff on updated SOPs, complex policy rules, and edge-case document processing.
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.
Maintain hands-on expertise by processing a reduced quota of active document verification cases, ensuring continuous alignment with day-to-day queue workflows.
Partner with leadership to create, update, and refine SOP documentation, training guides, and audit rubric materials as policy or system requirements evolve.
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.
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.

High-level English language proficiency—both written and verbal—with superior comprehension and communication skills for leading training sessions and providing feedback.
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.
Strong understanding of Property & Casualty (P&C) insurance documents (declaration pages, COIs) and renter's insurance concepts.
Proven ability to analyze audit data, track metrics in spreadsheets (Excel/Google Sheets), and identify workflow trends.
Hands-on experience with CRM platforms, ticketing systems (e.g., Zendesk), and standard productivity suites.
High School Diploma or equivalent required.
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.