Quality Analyst

Location: Rochester, New York (hybrid)

 

ERGO NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. 

 

Position Intro: 

The Quality Assurance (QA) Representative within the Training Team is responsible for evaluating customer interactions and case workflows across ERGO NEXT Agency. This role ensures consistent, high-quality customer experiences and adherence to required processes, while also supporting licensing responsibilities for the Next Agency. The QA Analyst will analyze trends, collaborate with leadership, partner with IS to train AI QA models, and the Training Team to support performance coaching, and contribute to continuous improvement.

 

What You’ll Do: 

• Evaluate the quality assurance of designated ERGO NEXT Agency teams
• Assess both customer experience and process adherence, including appropriate system usage, documentation accuracy, workflow compliance, and communication standards
• Identify trends, gaps, and opportunities that impact customer experience or operational accuracy and share insights proactively with leadership
• Produce clear, actionable evaluation notes and deliver findings to team leads and managers for coaching purposes
• Collaborate with Trainers to develop microlearnings or refresher materials when QA trends indicate the need for reinforcement
• Manage all aspects of agent licensing for ERGO NEXT Agency, including renewals, state appointments, Continuing Education (CE) compliance, onboarding of new licensed agents, and responding to related inquiries

What We Need: 

• 2+ years of experience at ERGO NEXT Insurance, with strong familiarity in Insurance concepts, workflows, and customer interactions
• Strong understanding of ERGO NEXT Agency's operations, systems, and processes
• Excellent communication skills with the ability to present QA insights clearly and professionally
• High attention to detail with the ability to identify patterns, risks, and opportunities
• Coaching mindset with the ability to influence positive behavioral and process changes through feedback

Unstoppable Qualities: 

• Holds a Property and Casualty Insurance license
• Experience designing or training AI models 
• Experience with Unleash, Talkdesk, Zendesk, Salesforce, Jira, Google Suite, Epic, Customer Dashboard, Confluence

 

 

Don’t meet every single requirement? Studies have shown that some underrepresented people are less likely to apply to jobs unless they meet every single qualification. At ERGO NEXT, we are dedicated to building a diverse, inclusive and respectful workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

One of our core values is 'Play as a Team'; this means making sure everyone has an equal chance to participate and make a difference. We win by playing together. ERGO Next Insurance is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. ERGO Next's policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.