QA Coach: Elevate Call Quality and Compliance

UniVista Insurance; Miami (FL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Base pay

PTO

Medical Insurance

Sick Time

Dental & Vision

Performance Bonus

401(k) with Match

Training & Development

Job summary

UniVista Insurance seeks a Quality Assurance Analyst to ensure top-tier customer service, enhance sales performance, and guarantee adherence to internal processes and privacy laws in Florida. You will audit calls, generate dashboards, and provide coaching-focused feedback to drive improvements in agents and outcomes.

Join a bilingual, growth-minded team offering real base pay, PTO, medical coverage, and a clear career path from CSR to leadership, with ongoing training and performance-based

Qualifications

• Attention to detail in identifying nuanced issues and compliance gaps.
• Analytical ability to assess calls, patterns, and data-driven conclusions.
• Coaching mindset to motivate improvement without punitive framing.
• Strong customer service understanding including tone, empathy, and problem resolution.
• Knowledge of sales processes, objection handling, and missed sales opportunities.
• Clear, professional written feedback and reporting skills.
• Good judgment to distinguish between coaching moments and violations.
• Organizational discipline to manage high-volume audits and meet deadlines.
• Confidentiality and discretion when handling sensitive information.
• Patience and empathy toward agents while maintaining standards.
• Experience with reporting, dashboards, and metrics translation for leadership.
• Familiarity with Florida consent laws and data privacy frameworks.

Responsibilities

• Review and audit recorded calls from CSRs, agents, and staff ensuring compliance with Florida all-party consent.
• Prepare detailed daily and weekly audit reports with data analysis, metrics, and dashboards for leadership.
• Validate compliance with service, sales, retention, and documentation protocols and applicable laws.
• Assess call quality across tone, engagement, objection handling, problem resolution, and compliance.
• Identify coaching opportunities and share best practices observed in calls.
• Document patterns in errors, non-compliance, and performance gaps to inform training.
• Provide constructive, coaching-focused feedback to improve performance and sales opportunities.
• Escalate critical compliance violations to supervision for action.
• Track quality metrics and trends to monitor progress over time.
• Collaborate with Training & Development to address system-wide training needs.
• Maintain confidentiality in handling customer and employee data.

Skills

Attention to Detail

Analytical Capacity

Coaching Mindset

Customer Service Understanding

Sales Process Knowledge

Written Communication

Judgment & Discretion

Organization & Discipline

Confidentiality

Patience & Empathy

Reporting & Metrics Proficiency

Legal & Compliance Awareness

Education

High School diploma or equivalent (GED)

Job description

UniVista Insurance seeks a Quality Assurance Analyst to ensure top-tier customer service, enhance sales performance, and guarantee adherence to internal processes and privacy laws in Florida. You will audit calls, generate dashboards, and provide coaching-focused feedback to drive improvements in agents and outcomes.

Join a bilingual, growth-minded team offering real base pay, PTO, medical coverage, and a clear career path from CSR to leadership, with ongoing training and performance-based