Quality and Training Analyst

Reporting directly to our Manager of Quality & Training, the Quality & Training Analyst is responsible for ensuring consistent application of Pie's policies, procedures, and guidelines across multiple operational departments. This role supports and executes quality audit programs, contributes to training content development and delivery, and helps maintain the documentation and governance infrastructure that keeps our teams accurate, compliant, and improving over time.

• Within the framework of the department’s Quality Program, conducts individual file audits, ensuring consistent application of rules and internal processing guidelines in the underwriting, audit, and customer service departments. Gathers and analyzes data collected from the quality reviews.
• Promotes quality awareness and adherence to procedures, identifies trends, coaching, and training opportunities.
• Consistently applies integrative thinking to solve for underlying needs and determine trends as a basis to develop training for team members to improve.
• Assists in the facilitation and presentation of trainings across various departments.
• Coordinates and participates in quality meetings, consistency checks, and calibration sessions.
• Supports LOA framework documentation across assigned departments, including mapping authority levels and coordinating updates with operational stakeholders. 
• Provides guidance to individuals within the underwriting, audit, and customer service departments to grow their knowledge of processes, systems, regulatory requirements, and company expectations with the goal of helping them become self-sufficient and subject matter experts.
• Participates in process improvement teams/projects and other problem-solving processes to drive improvements. Provides guidance and direction on new procedures/systems, ensures they are adopted by the department.

• High School diploma or GED required; Bachelor's Degree preferred.
• 3+ years of related professional experience such as working within an insurance quality analyst, underwriting role or premium audit role.
• Comprehensive knowledge of workers compensation in multiple states along with general insurance knowledge.
• Strong attention to detail with the ability to review files accurately and consistently across high volumes.
• Clear written and verbal communication skills, including the ability to document findings and provide feedback in a constructive and straightforward way.
• Comfort managing work across multiple departments and shifting priorities simultaneously.
• Experience working with project management or workflow tools such as Jira, and documentation platforms such as Confluence, preferred.
• Experience communicating in internal chat platforms, like Slack or Teams.

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.