AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969.  At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most.  By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us.   We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive.

We are seeking a Associate QA Analyst  who will be responsible for evaluating customer interactions within the sales contact center to ensure adherence to quality standards, regulatory guidelines, and sales effectiveness. This role partners closely with contact center leadership, training, and compliance teams to ensure a consistent and customer-centric experience that meets business objectives and enhances agent performance.

How You’ll Work

Work Solution: Remote

Relocation Eligibility: Not Available

• Monitor and evaluate inbound and outbound calls, chats, and/or emails for quality assurance purposes.
• Assess agent performance against established QA scorecards, focusing on soft skills, compliance adherence, and sales effectiveness.
• Document and report QA findings clearly and consistently, identifying performance trends and opportunities for improvement.
• Collaborate with supervisors to deliver performance feedback to agents and support coaching efforts.
• Assist in calibration sessions to ensure scoring consistency across the QA team and frontline managers.
• Maintain compliance with financial regulations, internal policies, and industry standards (e.g., TCPA, HIPAA, state-specific disclosures).
• Support QA reporting, compiling and analyzing data to inform leadership on trends, risks, and training needs.
• Provide input on QA scorecard updates and contribute to continuous process improvement efforts.

• 1 - 3 years of experience in a call center, preferably in a sales or customer service role.
• Strong attention to detail with excellent listening, communication, and documentation skills.
• Understanding of contact center dynamics and sales techniques.
• Ability to handle confidential information and maintain professionalism in feedback delivery.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).

Preferred:

• Previous quality assurance or auditing experience in a contact center environment.
• Experience in the financial services, insurance, or banking industry.
• Familiarity with QA tools such as NICE, Calabrio, Verint, or similar as well as AI tools such as Cresta AI, etc.
• Knowledge of regulatory compliance requirements in a sales environment.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, talk, hear and concentrate.  Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodation will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

PM21

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