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

The range displayed on this job posting reflects the minimum and maximum target for new hire base salaries for the position in the location(s) listed. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education or training. ERGO NEXT employees are also potentially eligible for our annual performance-based incentive program, in addition to our benefits package, consisting of our partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave and more.