AmTrust Financial Services

Quality Audit Analyst


General Description:

The Quality Audit Analyst is charged with monitoring our agents, service representatives, and telemarketers to ensure proper practices are being used, processes are followed, and compliance with guidelines established by insurance carriers and regulators each state are met. This role will be expected to serve as a key liaison and effectively communicate results between the QA team and call center leadership.


Duties and Responsibilities:

  • Conduct ongoing audit and service model reviews of insurance agents, service representatives and telemarketers
  • Present results in detailed, structured reports
  • Recommend performance plans for to ensure acceptable compliance with both carrier guidelines and regulatory compliance in all states
  • Collaborating with the QA team to ensure accuracy, proper focus and timely communication of reviews and results
  • Review, summarize, score, and provide standardized reports of audits to call center leadership
  • Assist in the development of individual compliance plans for agents that are under disciplinary review

Work Environment:

  • Fast paced environment with frequent customer contact
  • Not work-from-home eligible


Required Skills and Experiences:

  • P&C licensed or the ability to obtain P&C license
  • Prior experience in a quality audit role preferably in a call center, sales, or insurance setting
  • Strong attention to detail, the ability to follow precise procedures and guidelines, and demonstrated decision making
  • Strong written and communication skills
  • Ability to work independently as well as with teams to ensure results
  • Competency with the MS Office platform

Preferred Skills and Experiences:

  • Familiarity with insurance (P&C)
  • Professional designations
  • Bi-lingual (English and Spanish)
  • Minimum 2 years of proven telephone sales or customer service experience
  • Compliance experience with a focus on telephone sales
  • An understanding of carrier guidelines and state regulations concerning the sale of insurance

Education Requirements:

  • College degree or equivalent


About AmTrust Financial Services


AmTrust Financial Services, Inc. was founded in 1998 to provide property and casualty insurance to small businesses. Through acquisitions and organic growth, AmTrust Financial Services has since grown to become a multinational property and casualty insurer specializing in coverage for small to mid-sized businesses. Our financial stability is based upon a philosophy of niche diversity with a focus on low-hazard risk.

Since its inception, AmTrust has crafted a balanced portfolio of insurance products including:

  • Multiline Small Business Insurance
  • Warranty and Specialty Risk Insurance
  • Specialty Program Business Insurance

In November 2006, the company became publicly traded on the NASDAQ Global Market under the symbol AFSI. With extensive underwriting experience and a prestigious "A" (Excellent) Financial Size "XI" rating from A.M. Best, AmTrust has earned a reputation as an innovative, technology driven provider of insurance products. Our commitment to excellence is the common thread connecting each of our businesses.