Quality Assurance Analyst (Remote)

Position Overview

We are seeking a detail-oriented and analytical Quality Assurance Analyst to support operational excellence across Patriot by evaluating adherence to Standard Operating Procedures (SOPs) within the Agency Management System (AMS).

Professional Responsibilities

• Conduct routine and targeted audits within the Agency Management System to evaluate compliance with established SOPs and workflows.
• Review policy records, endorsements, renewals, and servicing activities to ensure accuracy, completeness, and proper documentation.
• Assess workflow execution to confirm required processes, sequencing, and system controls are being followed consistently.
• Identify errors, inconsistencies, process gaps, and compliance gaps while analyzing trends and recurring issues across teams.
• Document audit findings, root causes, risks, and operational impacts in a clear and consistent manner.
• Maintain audit logs, tracking tools, and reporting documentation to monitor quality metrics and performance trends.
• Prepare and communicate audit summaries, findings, and recommendations to leadership and key stakeholders.
• Provide constructive feedback and guidance to support issue resolution and improve procedural compliance.
• Partner with Operations and Training teams to address workflow gaps, clarify procedures, and support continuous process improvement initiatives.
• Assist with testing and validating new or revised SOPs and workflows within the Agency Management System.
• Monitor quality and compliance results following training initiatives or process changes to evaluate effectiveness.
• Identify misalignment between SOPs, system workflows, and user behavior and escalate concerns as appropriate.
• Recommend practical improvements to workflows, documentation standards, and system utilization to strengthen operational consistency and quality.
• Collaborate with agency leadership, internal departments, and external vendors to support quality assurance initiatives and operational objectives.

Qualifications And Requirements

• 5+ years of experience in quality assurance, operations auditing, compliance, process review, or a related field.
• Experience working within an Agency Management System or similar operational platform required.
• Working knowledge of SOP-driven environments, quality control practices, and process improvement methodologies.
• Bachelor’s degree in Business Administration, Risk Management, Information Systems, Data Analytics, or a related field required.
• Experience in insurance, financial services, or another regulated industry preferred.
• Familiarity with Applied Epic, BenefitPoint, or similar agency management systems preferred.
• Experience supporting internal audits, compliance initiatives, or operational improvement projects preferred.
• Strong analytical and problem-solving skills with the ability to assess issues, identify root causes, and recommend solutions.
• Ability to understand system workflows, data structures, and operational processes to support business objectives.
• Excellent written and verbal communication skills with the ability to present findings and recommendations effectively.
• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
• Proficiency with Agency Management Systems, Microsoft Office Suite, and project management tools.
• Commitment to maintaining confidentiality and handling sensitive information with professionalism and integrity.