Quality Assurance and Training Analyst

Who we are:
Through a partnership-based approach, Coterie helps insurance professionals unlock untapped revenue in the small commercial space. With an innovative quoting platform that delivers accurate pricing and bindable quotes in less than one minute, Coterie makes small business insurance effortless.

We are on a mission to build and foster a world-class team to bring speed, simplicity, and service to commercial insurance. We value integrity, humility, passion, and intelligence. If you want to push yourself and reshape a $200B+ market, we’re excited to talk to you!

Position Summary:
The Quality Assurance and Training Analyst is responsible for promoting operational excellence through quality assurance, auditing, process improvement, and employee development initiatives. This role plays a critical part in ensuring operational accuracy, consistency, compliance, and readiness across business processes while supporting the onboarding and continued development of team members.

The ideal candidate is highly detail-oriented, analytical, and process-driven, with a passion for continuous improvement and knowledge sharing. This individual will partner across teams to evaluate operational performance, identify opportunities for improvement, maintain documentation, and deliver effective training programs that support organizational success.

Key Responsibilities:

- Design, implement, and manage quality assurance programs across operational workflows to ensure compliance, accuracy, consistency, and operational excellence.

- Conduct quality reviews and audits of operational processes, transactions, and workflows to identify trends, process gaps, and opportunities for improvement.

- Audit automated systems and existing operational processes to validate accuracy, reliability, and adherence to established procedures and controls.

- Monitor operational performance and compliance with policies, procedures, service standards, and business requirements.

- Investigate operational discrepancies, document findings, and recommend corrective actions and process improvements.

- Develop, maintain, and analyze quality metrics, scorecards, dashboards, and reporting to provide actionable insights to leadership.

- Support internal and external audit activities by gathering documentation, validating controls, and ensuring operational readiness.

- Partner with cross-functional stakeholders to improve processes, reduce operational risk, and enhance efficiency.

- Identify opportunities for automation, standardization, and workflow optimization to support scalability and operational excellence.

- Create, maintain, and update Standard Operating Procedures (SOPs), process documentation, and training materials.

- Develop onboarding resources and learning materials for new hires and existing team members.

- Facilitate onboarding and training sessions to ensure successful employee ramp-up and operational readiness.

- Conduct ongoing and refresher training programs to support process updates, quality initiatives, and continuous learning.

- Partner with leaders and subject matter experts to identify knowledge gaps and develop targeted training solutions.

- Support communication and training efforts related to new processes, workflows, systems, and operational changes.

- Promote a culture of continuous improvement, knowledge sharing, and operational excellence.

- Own and maintain a centralized knowledge base to ensure operational documentation remains accurate, accessible, and up to date.

- Conduct periodic reviews of documentation and training content to ensure alignment with current business processes and quality standards.

- Partner with the Claims team to evaluate operational quality, identify trends, provide actionable feedback, and support ongoing process improvements and training initiatives.

Required Qualifications:

- 2–4 years of experience in quality assurance, operations, auditing, compliance, training, learning and developm