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

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Why Join Us:

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Acc