Role Summary
Keystone Advisors is seeking a detail-oriented Retention Analytics & QA Specialist to support our Retention Team, which partners closely with Sales and Customer Services to improve customer outcomes, reduce churn, and strengthen long-term relationships. This role will support quality assurance (QA), data analytics, reporting, and operational insights related to customer retention efforts. The agent will help ensure data accuracy, analyze performance trends, and produce clear reporting that enables Sales and Customer Services leaders to make informed, data-driven decisions.
This is a hands-on position designed for early-career analysts interested in analytics, operations, and customer lifecycle management within a fast-paced, data-driven organization.
Key Responsibilities
Data Collection, Validation & QA
- Gather, organize, and validate retention-related data from internal systems and reports.
- Perform quality assurance checks on data related to:
- Sales and Customer Service interactions
- Identify data inconsistencies, missing values, and reporting gaps, and work with stakeholders to resolve issues.
- Support QA reviews of retention processes, outcomes, and operational workflows.
Retention Analytics & Insights
- Analyze datasets to identify trends, patterns, and insights related to:
- Customer retention and churn
- Sales handoffs and customer lifecycle touchpoints
- Customer Service effectiveness
- Data error trends and patterns
- Support analysis that helps explain why customers stay, disengage, or escalate issues.
- Translate analytical findings into clear insights for Retention, Sales, and Customer Services teams.
Reporting & Dashboards
- Build, update, and maintain recurring retention and performance reports using:
- Excel (advanced formulas, XLOOKUP, pivot tables)
- CRM or internal reporting tools
- Assist with creating dashboards that track key retention, quality, and performance metrics.
- Ensure reports are accurate, consistent, and delivered on time.
- Validate Data from Enrollment Platforms and Carrier Portals to support membership management.
Cross-Functional Collaboration & Support
- Partner with the Retention Team to understand reporting and QA needs.
- Support Sales and Customer Services teams by responding to:
- Data validation questions
- Performance and retention metric requests
- QA and reporting inquiries
- Translate business questions into clear data requirements and actionable outputs.
- Present findings in a clear, concise way to both technical and non-technical audiences.
- Process Improvement & Documentation
- Document data sources, QA checks, report logic, and workflows.
- Identify opportunities to improve data accuracy, reporting efficiency, and QA processes.
- Assist with standardizing recurring reports and retention metrics.
Required Qualifications
- Bachelor’s degree in progress or recently completed in Data Analytics, Data Science, Statistics, Business Analytics, Operations, or related fields.
- Strong Excel skills, including XLOOKUP, pivot tables, and advanced formulas.
- Experience with at least one data analysis or reporting tool (Excel, Python, SQL, or similar).
- Strong analytical thinking and attention to detail.
- Comfort working with operational and performance data.
- Strong written and verbal communication skills.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
Preferred Qualifications
- Internship or prior experience in analytics, operations, QA, or customer-facing environments.
- Exposure to retention, customer lifecycle, or customer experience analytics.
- Familiarity with CRM systems (Salesforce or similar).
- Experience supporting internal teams with reports, dashboards, or QA reviews.
What
You’ll Gain
- Hands-on experience supporting retention strategy through analytics and QA.
- Exposure to Sales and Customer Services operations and decision-making.
- Practical experience in reporting, data validation, and performance analysis.
- Mentorship from experienced operations and analytics leaders.
- A strong foundation for future roles in analytics, operations, retention, or product-facing teams Benefits:Medical, Dental, Vision, and Life benefits.100% sponsored fitness benefit.Paid holidays and PTO accrual.
