Quality Assurance Analyst

Role Overview: The primary objective of this position is to ensure excellent customer service delivery, enhance sales competency and performance outcomes, ensure compliance with internal processes, and maintain proper documentation of customer interactions. This role requires a professional who combines attention to detail with a coaching mindset, someone who can identify both areas of improvement and best practices, communicate findings constructively, and drive measurable improvements in agent performance, sales results, and customer satisfaction. The Quality Assurance Analyst will be instrumental in helping our team achieve excellence and directly contribute to Univista's business growth. Key Responsibilities · Review and audit recorded calls from Customer Service Representatives (CSRs), agents, and customer service staff across all departments. All reviewed calls must have been recorded with proper all-party consent in compliance with Florida Statute · Prepare detailed daily and weekly audit reports with comprehensive data analysis, metrics tracking, and performance visualizations; interpret performance data and create actionable dashboards for leadership review. · Validate compliance with Univista's established service, sales, retention, and documentation protocols, as well as all applicable federal and state recording and privacy laws. · Assess call quality across multiple dimensions: customer tone and engagement, objection handling, problem resolution, sales technique, and compliance adherence. · Identify coaching opportunities and areas for improvement in agent communication, customer interaction, and process execution. · Recognize and document best practices and positive behaviors observed in calls to share as coaching tools with the team. · Identify patterns in recurring errors, non-compliance issues, and performance gaps to inform targeted training and process improvements. · Provide constructive, coaching-oriented feedback to help agents improve performance and identify opportunities to save potential sales. · Escalate critical compliance violations or customer service failures to the appropriate supervisor for immediate action. · Track quality metrics, compliance scores, and performance indicators to monitor trends and improvement progress over time. · Partner with Training & Development to identify system-wide training needs based on audit findings and performance gaps. · Maintain strict confidentiality and professional discretion when handling sensitive customer and employee information in full compliance with data privacy laws and company policies. · Verify that all reviewed calls comply with Florida's all-party consent recording requirements and ensure proper handling of recordings in accordance with federal retention obligations. · High School diploma or equivalent (GED) · Minimum 1 year of experience in a customer service, quality assurance, or related role · Strong attention to detail and ability to identify quality issues, compliance gaps, and communication deficiencies · Excellent written and verbal communication skills · Ability to manage high-volume call audits and maintain consistent quality standards · Proficiency with data analysis, reporting tools, and metrics tracking · Ability to work independently and manage time effectively · Reliable transportation and availability to work full-time, on-site · Background check clearance (as required by company policy) Required Skills · Attention to Detail – Ability to identify nuanced communication issues, compliance gaps, and quality concerns in recorded interactions. · Analytical Capacity – Strong ability to assess calls objectively, identify patterns, and draw data-driven conclusions about performance. · Coaching Mindset – Comfort with delivering constructive feedback that motivates improvement rather than focuses solely on deficiencies. · Customer Service Understanding – Knowledge of customer service best practices, including tone, patience, empathy, and p…