Insurance QA Specialist & Process Improvement Analyst

Bayview Fund Management, LLC; Coral Gables (FL); On-site; USD 48,000 - 72,000; Full time

Job summary

Bayview Fund Management, LLC is seeking a Quality Assurance Specialist to evaluate the quality, consistency, and compliance of customer interactions and operational processes within our Insurance Agency. You will monitor live calls, review transactions, assess performance, and report findings to leadership, coordinating with Sales, Service, and Training teams to drive continuous improvement.

The role requires strong analytical skills, attention to detail, and proficiency with Microsoft Office

Qualifications

• Minimum two years of experience in Quality Assurance, Contact Center Operations, Insurance Operations, Training, or related field.
• Strong analytical skills with the ability to interpret performance data and identify trends.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail with the ability to evaluate work objectively and consistently.
• Ability to build collaborative relationships across departments and provide constructive feedback.
• Proficiency with Microsoft Office applications, reporting tools, quality monitoring systems, and contact center technology.
• Self-motivated with strong organizational, time management, and problem-solving skills.
• High School diploma required.

Responsibilities

• Conduct quality evaluations of sales and service interactions through live monitoring, call recordings, and transaction reviews.
• Evaluate customer interactions for compliance with company policies, carrier guidelines, regulatory requirements, and quality standards.
• Monitor and evaluate customer interactions handled by AI-powered virtual agents, identifying opportunities to improve conversation flows, customer experience, containment rates, and escalation accuracy.
• Complete quality assessments accurately and document results within established quality management systems.
• Monitor individual and team performance using quality monitoring tools and reporting systems.
• Identify coaching opportunities, training needs, and recurring performance trends, and communicate findings to leadership and the Training team.
• Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
• Prepare, analyze, and present quality reports, metrics, and performance insights to managers and leadership.
• Identify process improvement opportunities and provide recommendations to enhance quality, efficiency, compliance, and customer experience.
• Maintain a working knowledge of insurance products, underwriting guidelines, agency procedures, and operational processes.
• Partner with operational leaders to support quality initiatives, special projects, and continuous improvement efforts.
• Maintain confidentiality and professionalism while handling sensitive employee and customer information.
• Perform other duties as assigned.

Skills

Quality Assurance

Data analysis

Communication

Education

High School Diploma

Tools

Quality monitoring

Job description

Bayview Fund Management, LLC is seeking a Quality Assurance Specialist to evaluate the quality, consistency, and compliance of customer interactions and operational processes within our Insurance Agency. You will monitor live calls, review transactions, assess performance, and report findings to leadership, coordinating with Sales, Service, and Training teams to drive continuous improvement.

The role requires strong analytical skills, attention to detail, and proficiency with Microsoft Office