Quality Analyst

Responsible for auditing Quality Assurance standards. Communicating quality assurance trends and metrics with Broker Support leadership team.  First point of contact for all Case Manager questions pertaining to quality, processes/guidelines, and Quality Assurance metrics. Available to provide hands-on instruction as coaching opportunities arise pertaining to the handling of service requests, agent payment methods, and/or phone calls.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Responsible for Quality Assurance.

• Audit department workload and assignments including but not limited to Service Requests, ACH processing, communications, and commission audits.

• Assist in the creation and management of performance improvement plans to improve Case Managers’ QA scores.

• Responsible for agent support.

• Provides customer service to agents via phone, email, and in meetings when necessary.

• Creates Service Requests (SRs) as needed to track and handle agent issues.

• Communicates with carriers and/or outside departments to resolve agent issues.

• Assists with phones queues including: Operator, Site Assistance, and Broker Support.

• Processes ACH and W-9 documents.

• Provide recommendations on process improvement to department leadership. Responsible for miscellaneous duties as assigned by management.

QUALIFICATIONS:

• High School Diploma or equivalent.

• Basic understanding of insurance and agent relationship.

• One year of experience as a Case Manager or comparable experience.

• One year of customer service experience.

• One year of experience with Microsoft Office.

• Outstanding communication skills, especially over the phone.

• Good computer and typing skills.

• Outstanding customer service skills.

• Ability to operate related computer applications and other business equipment including email, copy machine, scanner, fax machine, and telephone.

• Positive attitude and ability to work well with others.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

• Using primarily just the fingers to make small movements such as typing.

• Communication: Especially where one must convey detailed or important instructions or ideas accurately, loudly, or quickly.

• Sedentary work. Sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)