What are the responsibilities and job description for the Quality Assurance Analyst position at Policy Pulse Insurance Services?
About Policy Pulse
Policy Pulse is a fast-growing insurance brokerage dedicated to delivering exceptional client service, innovative coverage solutions, and trusted advice. We value quality interactions, compliance, and a positive customer experience in every call.
Position Overview
The Quality Assurance Analyst plays a key role in maintaining the integrity and performance of our sales operations. This position is responsible for evaluating inbound and outbound sales calls to ensure compliance with company policies, regulatory standards, and best practices in communication and sales effectiveness.
Key Responsibilities
- Monitor and audit recorded calls between sales agents and customers for accuracy, compliance, and professionalism.
- Evaluate call performance against quality standards and document findings using defined scoring guidelines.
- Identify patterns, trends, or areas for improvement in agent performance and provide actionable feedback.
- Collaborate with team leaders and trainers to develop coaching strategies that improve call quality and sales outcomes.
- Ensure adherence to industry regulations, including TCPA, HIPAA, and state-specific insurance laws.
- Prepare detailed QA reports summarizing call audit results and performance insights.
- Participate in calibration sessions to maintain consistency in scoring and evaluation across the QA team.
- Suggest process improvements and contribute to developing quality monitoring tools and standards.
Qualifications
- 1–3 years of experience in a call auditing, quality assurance, or similar role within a call center (insurance industry preferred).
- Strong knowledge of call compliance standards and sales quality metrics.
- Excellent attention to detail, analytical, and listening skills.
- Strong written and verbal communication abilities.
- Familiarity with call monitoring software and CRM systems.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
What We Offer
- Competitive salary and benefits package
- Opportunities for growth within a compliance-focused culture
- Ongoing professional development and compliance training
- A collaborative, mission-driven work environment
Pay: $20.00 - $23.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Insurance sales: 1 year (Preferred)
Shift availability:
- Day Shift (Required)
Ability to Commute:
- Sunrise, FL 33323 (Required)
Work Location: In person
Salary : $20 - $23