Quality Analyst

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.

The Quality Analyst is responsible for evaluating calls, tasks, and chat interactions across multiple departments to ensure adherence to established quality standards and P&C carrier guidelines. This role partners closely with internal teams and external clients, participates in calibration sessions, addresses audit disputes, and provides clear, objective feedback based on audit findings. The ideal candidate is detail-oriented, organized, comfortable working independently, and able to effectively manage competing priorities in a dynamic environment.

Quality Auditing & Evaluation (50%)

• 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.

Client Collaboration & Calibration (20%)

• Participate in internal and external client meetings, including follow-up discussions related to quality performance.
• Participate in and/or facilitate calibration sessions to promote consistent application of quality standards.
• 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 from clients and internal partners.

Audit Dispute Resolution (20%)

• 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.

Organization & Operational Support (10%)

• 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.

• 2–4 years of experience in quality assurance, auditing, insurance operations, or a related field preferred.
• P&C insurance experience strongly preferred
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• Experience reviewing work for accuracy, compliance, and adherence to established guidelines.
• Experience working in a deadline-driven environment with multiple priorities.
• Strong written and verbal communication skills, including experience communicating with clients or business partners.
• Demonstrated attention to detail, organization, and time-management skills.
• Ability to work independently while effectively collaborating with cross-functional team

• Experience supporting multiple departments and/or P&C insurance carriers.
• Strong analytical…