Agency Operations Quality Assurance Analyst

Job ID
Corporate Administration
Regular Full-Time


Acceptance Insurance has an immediate opening for Agency Operations Quality Assurance Analyst our Green Hills, Nashville Corporate Office.


If you like finding and substantiating evidence with a critical approach, flexible thinking and the ability to doubt assumptions and suppositions then Acceptance has an opportunity for you. This team focuses on auto insurance policies and ensures the completion of all documents and the fulfillment of all processes.


The Agency Operations Quality Assurance Analyst helps mitigate potential loss or risk exposure to retail operations by identifying, researching and investigating any potential fraudulent activities. This position ensures the proper completion of essential insurance documents and agency processes.   The Agency Operations Quality Assurance Analyst provides confidence that quality requirements are being fulfilled by retail team members by being fair, unbiased and objective while researching and reporting findings.


As a Team Member at Acceptance Insurance, you will be part of growing organization that continues to evolve and positively impact the lives of our customers.


Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.


Company Overview:

We are principally a retailer, servicer and underwriter of non-standard personal automobile insurance based in Nashville, Tennessee. Our insurance operations actively generate revenues from selling non-standard personal automobile insurance policies and related products in 16 states. We currently conduct our servicing and underwriting operations in 13 states and are licensed as an insurer in 13 additional states.


At March 31, 2017, we leased and operated 355 retail locations and a call center staffed with employee-agents. Our employee agents primarily sell non-standard personal automobile insurance products underwritten by us, as well as certain commissionable ancillary products. In most states, our employee-agents also sell a complementary insurance product providing personal property and liability coverage for renters underwritten by us. In addition, retail locations in some markets offer non-standard personal automobile insurance serviced and underwritten by other third-party insurance carriers for which we receive a commission. In addition to our retail locations, we are able to complete the entire sales process over the phone via our call center or through the internet via our consumer-based website or mobile platform. On a limited basis, we also sell our products through selected retail locations operated by independent agents. 



Learn more:

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  • Process daily workload in a timely manner and within quality standards set by Agency Operations Manager
  • Interpret Retail operational data
  • Monitor activity for completion of monthly quality control audits
  • Coordinate responses to audit findings
  • Prepare and distribute audit reports to management that identify strengths, opportunities for improvement and outliers regarding non-conformity
  • Respond, research and resolve escalated inquiries and complaints
  • Support agents, call centers, and other department employees with questions and feedback related to processes and procedures
  • Support ongoing evaluation of document processes for efficiency and effectiveness in meeting department objectives
  • Finding and substantiating evidence with a critical approach, flexible thinking and the ability to doubt assumptions and suppositions
  • Report to work as scheduled


  • High School degree or equivalent
  • Previous work-related experience in a QA role
  • Previous auditing experience
  • Background in insurance underwriting or processing
  • Five years experience using Microsoft Word, Excel, and Power Point software tools
  • Data processing and typing skills


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