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Entrata, a global leader in AI-driven property management technology since 2003, is seeking a Quality Analyst for its Agency Support team based in Pune, India. This role is central to maintaining accuracy, efficiency, and compliance in Renter's Insurance Verification operations.
The Quality Analyst will primarily conduct structured quality assurance audits on insurance verification reviews (Proof of Insurance evaluations, policy updates, cancellations, and reinstatements) completed by the India-based team. While maintaining a reduced volume of direct document processing to stay operationally aligned, the role emphasizes coaching and continuous improvement. You will analyze error patterns and audit data to identify bottlenecks and training gaps, then present actionable insights to team leads and US-based leadership. You'll lead training sessions for new hires and refresher training for existing staff on updated SOPs, complex policy rules, and edge-case document processing. Additionally, you'll partner with leadership to create, update, and refine SOP documentation, training guides, and audit rubrics as requirements evolve.
Key responsibilities include conducting regular QA audits on resident insurance documentation, providing clear and constructive feedback to team members, analyzing trend data to drive operational improvements, maintaining hands-on expertise through reduced-volume processing, and effectively communicating audit findings and operational risks to US-based leadership. You'll work flexibly across active processing queues, daily audit quotas, and interactive coaching sessions in a fast-paced environment.
The role also emphasizes AI & Operational Fluency: you'll utilize company-approved GenAI tools to accelerate deliverables, exercise critical judgment as the "Human-in-the-Loop" by auditing AI outputs for accuracy and brand alignment, ensure no proprietary or PII data is exposed to unauthorized models, and demonstrate the ability to craft clear, context-rich prompts for consistent results.
REQUIREMENTS:
- English Proficiency: High-level English language proficiency (written and verbal) with superior comprehension and communication skills for leading training and providing feedback
- Relevant Experience: 3+ years in back-office operations, document verification, or insurance operations; at least 1+ year in a dedicated Quality Analyst, Peer Coach, or Senior SME role (typically 2–4 years in customer service, quality assurance, or insurance support)
- Insurance Knowledge: Strong understanding of Property & Casualty (P&C) insurance documents (declaration pages, Certificates of Insurance) and renter's insurance concepts
- Analytical & Reporting Skills: Proven ability to analyze audit data, track metrics in spreadsheets (Excel/Google Sheets), and identify workflow trends
- Technical Proficiency: Hands-on experience with CRM platforms, ticketing systems (e.g., Zendesk), and standard productivity suites
- Education: High School Diploma or equivalent required; some college coursework in business or a related field preferred
