P/C Operations Quality Analyst

P/C Operations Quality AnalystUS-MI-LansingJob ID: 2026-8577Type: Regular Full-Time# of Openings: 1Category: Customer Service/SupportFarm Bureau CenterOverviewP/C Operations Quality Analyst ObjectiveTo advance service excellence and operational efficiency by analyzing quality data, evaluating voice and digital interactions, and ensuring compliance with regulatory and departmental standards. To identify performance trends, partner with stakeholders to implement improvements, and contribute to the design and execution of quality frameworks, process enhancements, and strategic initiatives that elevate customer service and align with business objectives.ResponsibilitiesP/C Operations Quality Analyst ReponsibilitiesMonitor and evaluate customer and field interactions across voice and digital channels, conduct quality assessments (QA), and analyze trends to proactively identify performance gaps, address compliance and systemic issues, and provide actionable insights that support continuous improvement and alignment with service and quality standards.u00a0Maintain expert knowledge of departmental systems, workflows, and operational procedures as well as deep expertise in customer service standards, to ensure accurate evaluations and meaningful, member-focused interactions.u00a0Partner with leadership, trainers, and cross-functional teams to audit, evaluate, and improve documentation, systems, and procedures. Provide coaching strategies and development plans based on quality findings. u00a0u00a0QualificationsP/C Operations Quality Analyst QualificationsRequiredBachelor's degree required with a focus on business, management, insurance, finance, or related field; or equivalent experience may be considered.u00a0Minimum of three years of insurance or financial services experience required.u00a0Three to five years of experience within a contact center or professional office is required.u00a0Proven ability to analyze data, quality metrics, and performance trends to drive improvements required.u00a0Past leadership, training, coaching, and mentoring experience required.u00a0Commitment to ongoing professional development and continuing education required.u00a0Proficiency with Microsoft Office 365 Suite required.u00a0P/C Resident Producer license course to be completed within six months of hire. P/C Resident Producer license required to be obtained within 12 months of hire.u00a0Advanced knowledge of Guidewire PolicyCenter, BillingCenter, and BCMS billing knowledge required.u00a0PreferredExperience in project management techniques preferred.u00a0Technical background and experience with Farm Bureau systems preferred.u00a0Bilingual skills preferred.u00a0Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.u00a0PM19All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.[](employment opportunity, including veterans and individuals with disabilities.PI283139947

Created: 2026-03-19