P/C Operations Quality Analyst

Michigan Farm Bureau Family of Companies•Waverly, MI

About The Position

To 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.

Requirements

Bachelor’s degree required with a focus on business, management, insurance, finance, or related field; or equivalent experience may be considered.
Minimum of three years of insurance or financial services experience required.
Three to five years of experience within a contact center or professional office is required.
Proven ability to analyze data, quality metrics, and performance trends to drive improvements required.
Past leadership, training, coaching, and mentoring experience required.
Commitment to ongoing professional development and continuing education required.
Proficiency with Microsoft Office 365 Suite required.
P/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.
Advanced knowledge of Guidewire PolicyCenter, BillingCenter, and BCMS billing knowledge required.

Nice To Haves

Experience in project management techniques preferred.
Technical background and experience with Farm Bureau systems preferred.
Bilingual skills preferred.

Responsibilities

Monitor 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.
Maintain 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.
Partner 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.