Agency Support Quality Analyst

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.

The Agency Support Quality Analyst plays a vital role in upholding the accuracy, efficiency, and compliance standards of our Renter’s Insurance Verification operations. While maintaining a reduced volume of direct document processing, this role primarily focuses on performing quality assurance (QA) audits on insurance verification reviews completed by the broader India-based team. Beyond auditing, the Quality Analyst acts as an operational coach—analyzing trend data, delivering constructive feedback, identifying knowledge gaps, and leading ongoing training initiatives to ensure high accuracy and strict adherence to Standard Operating Procedures (SOPs).

Responsibilities : Quality Assurance Auditing: Conduct regular, structured QA audits on resident Proof of Insurance (POI) evaluations, policy updates, cancellations, and reinstatements processed by the verification team. Coaching & Feedback: Provide clear, actionable, and constructive feedback to team members on audit findings to correct errors, reinforce standards, and encourage performance improvements. Training & Onboarding: Lead training sessions for new hires and conduct refresher training for existing staff on updated SOPs, complex policy rules, and edge-case document processing. Root Cause & Trend Analysis: Analyze error patterns and audit data to identify recurring operational bottlenecks or training gaps; present actionable insights to team leads and the US-based Supervisor. Production Support (Reduced Volume): Maintain hands-on expertise by processing a reduced quota of active document verification cases, ensuring continuous alignment with day-to-day queue workflows. SOP Maintenance: Partner with leadership to create, update, and refine SOP documentation, training guides, and audit rubric materials as policy or system requirements evolve.

Essential Functions : Systematically review processed records against community coverage standards with high detail and consistency. Translate complex quality data and error trends into clear coaching points and structured learning modules. Maintain an objective, supportive, and collaborative approach when delivering performance feedback to peers across shifts. Flexibly manage time between active processing queues, daily audit quotas, and interactive coaching sessions. Effectively communicate audit findings, trend updates, and operational risks to US-based leadership. Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. Maintain professional interaction with internal and external stakeholders. Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications: English Proficiency: High-level English language proficiency—both written and verbal—with superior comprehension and communication skills for leading training sessions and providing feedback. Relevant Experience: 3+ years of total experience in back-office operations, document verification, or insurance operations, with at least 1+ years in a dedicated Quality Analyst, Peer Coach, or Senior S