Retention Analytics & QA Specialist

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:

• Customer activity

• Retention performance

• 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

• Bachelors 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 Youll 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.