Note: The job is a remote job and is open to candidates in USA. Coterie Insurance helps insurance professionals access revenue opportunities in the small commercial insurance market through a partnership-based approach and innovative quoting platform. The Quality Assurance and Training Analyst will promote operational excellence through quality assurance, audits, process improvement, documentation, and employee development, including onboarding and ongoing training.
Responsibilities
- Design, implement, and manage quality assurance programs across operational workflows to ensure compliance, accuracy, consistency, and operational excellence
- Conduct quality reviews and audits of operational processes, transactions, and workflows to identify trends, process gaps, and opportunities for improvement
- Audit automated systems and existing operational processes to validate accuracy, reliability, and adherence to established procedures and controls
- Monitor operational performance and compliance with policies, procedures, service standards, and business requirements
- Investigate operational discrepancies, document findings, and recommend corrective actions and process improvements
- Develop, maintain, and analyze quality metrics, scorecards, dashboards, and reporting to provide actionable insights to leadership
- Support internal and external audit activities by gathering documentation, validating controls, and ensuring operational readiness
- Partner with cross-functional stakeholders to improve processes, reduce operational risk, and enhance efficiency
- Identify opportunities for automation, standardization, and workflow optimization to support scalability and operational excellence
- Create, maintain, and update Standard Operating Procedures (SOPs), process documentation, and training materials
- Develop onboarding resources and learning materials for new hires and existing team members
- Facilitate onboarding and training sessions to ensure successful employee ramp-up and operational readiness
- Conduct ongoing and refresher training programs to support process updates, quality initiatives, and continuous learning
- Partner with leaders and subject matter experts to identify knowledge gaps and develop targeted training solutions
- Support communication and training efforts related to new processes, workflows, systems, and operational changes
- Promote a culture of continuous improvement, knowledge sharing, and operational excellence
- Own and maintain a centralized knowledge base to ensure operational documentation remains accurate, accessible, and up to date
- Conduct periodic reviews of documentation and training content to ensure alignment with current business processes and quality standards
- Partner with the Claims team to evaluate operational quality, identify trends, provide actionable feedback, and support ongoing process improvements and training initiatives
Skills
- 2–4 years of experience in quality assurance, operations, auditing, compliance, training, learning and development, or a related field
- Property & Casualty Producer License in home state or ability to obtain and maintain required licensing within established timelines
- Strong analytical, organizational, and problem-solving skills with exceptional attention to detail
- Experience conducting audits, quality reviews, or process validation activities
- Experience creating SOPs, process documentation, training materials, and knowledge management resources
- Strong written and verbal communication skills with the ability to communicate complex information clearly and effectively
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with Microsoft Office Suite and Google Workspace tools
- Ability to analyze data, identify trends, and provide actionable recommendations
- Applicants must have authorization to work in the United States without the need for sponsorship now or in the future
- Experience facilitating employee onboarding, coaching, or training programs
- Familiarity with Salesforce or similar operational platforms
- Experience working with quality assurance frameworks, audit programs, or operational controls
- Experience developing reporting dashboards and performance metrics
- Insurance, insurtech, fintech, financial services, or customer operations experience
- Experience supporting process improvement, automation, or operational excellence initiatives
- Experience developing and delivering training programs in a fast-paced operational environment
- Experience administering or maintaining knowledge management platforms such as Confluence
Benefits
- 100% remote
- Health insurance through Aetna (we pay 100% of premiums)
- Dental and vision insurance through Guardian (we pay 100% of premiums)
- Basic life insurance (we pay 100% of premiums)
- Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
- 401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
- Flexible PTO policy offering employees up to 4 weeks of PTO in their first 12 months. Thereafter, PTO usage aligns with company standards and typically does not exceed 5 weeks per calendar year.
- 12 company-paid holidays each year
- Continuing education annual stipend
Company Overview