Quality Assurance Analyst

About Agero: Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/ . Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you. Position Summary The Quality Assurance Analyst participates in the day to day monitoring and support of the Quality Assurance output via report creation, analytical insight and consistent feedback. Works directly with Quality Assurance (QA) management and analysts providing input and direction on defect scope and overall QA data impacts. Works cross functionally with Operations management to provide additional analytical insight. Responsibilities: Team Collaboration: Works effectively within cross-functional teams, fostering a cooperative and inclusive environment to achieve collective goals. Adaptability & Agility: Exhibits the ability to quickly adapt to changing priorities and workflows, remaining flexible and open to learning new skills and processes to meet evolving demands. Effective Decision Making : Utilizes sound judgment, critical thinking, and problem-solving abilities to make well-informed decisions in a timely manner. Results-Oriented Focus: Maintains a strong focus on achieving key outcomes and organizational objectives, ensuring tasks are completed efficiently and with high quality. Strong Interpersonal Communication: Communicates clearly and effectively with a variety of stakeholders, both verbally and in writing, while fostering positive working relationships. Independent Problem-Solving: Demonstrates the ability to work independently with a solution-focused mindset, taking initiative to resolve challenges and achieve desired results. Analytical & Judgment Skills: Applies critical thinking and analytical skills to evaluate situations and make informed decisions, ensuring high standards of quality and compliance. Experience and Skills: Associates degree or equivalent work experience. A bachelor's degree is a plus. 1-3 years related experience in a fast-paced customer service environment. Previous solution based experience preferred. Industry knowledge is a plus. Collaborates with management and analysts for assignment and follow through on critical QA sprints. Creates and maintains a database and spreadsheet files to track and analyze QA output. Assembles and analyzes materials to create reports for management. Provides data quality assurance checks to ensure sprints are appropriately documented Supports QA management, analysts and Operations management by creating and maintaining targeted and holistic QA reporting Works with associates to identify and triage systems issues and captures requirements for future enhancements Provides guidance and direction to staff and responds to questions related to systems and processes. Manages and participates in department projects providing leadership and subject expertise. Hiring In: United States: Arizona, California, Florida, Georgia, Illinois, Massachusetts, Michigan, New Hampshire, New York State, New Mexico, North Carolina, Tennessee, Virginia The anticipated closing date to submit applications for this role is June 30, 2026. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings. National Pay Range - $55,000-$70,000 USD Life at Agero: At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive. Benefits Built for Well-being: Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include: Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families. Financial Security: 401(k) plan with company match and tuition assistance to support your future goals. Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually. For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually. Family Support: Parental planning benefits to assist associates through life’s milestones. Bonus/Incentive Programs Join Agero and experience a workplace that invests in your success both personally and professionally. *Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future. *It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.