Manager, Quality Assurance

Quality Assurance ManagerThe Quality Assurance Manager develops, monitors, reports on, and seeks to improve quality standards and results for the insurance monitoring products. By partnering with the applicable operations departments, the manager leads efforts to ensure company, carrier, state, and client expectations and standards are consistently being met and improved upon.*Job Duties and Responsibilities:Establishing Quality Standards (15%)Continually assesses and understands client servicing and industry standards, commitments to carriers and clients, and state regulatory requirementsLeads a team that ensures quality and productivity standards are established within the applicable operations areas and are reflective of our service commitmentsLeads efforts to gain alignment and understanding by employees and stakeholders as to what the quality standards are and why they're important to our service deliveryMonitoring Performance against Quality Standards (40%)Leads a team that creates and manages audit requirements and forms that align with quality standards and proceduresCreates and manages the process for performing quality audits on operational processes and employeesCollaborates with operations business areas to identify opportunities for improving quality results and supports those business areas in that improvementProvides resources as needed to support system enhancements including documentation of procedures, user acceptance testing, and production testing.Audit Analysis and Calibration (25%)Ensures consistent and timely distribution of audits results to operations employees and / or operations leadership coaching, training, procedure changes, or system changesAggregates and analyzes audit data to identify trends in individual employee performance, error types, and root causeLeads calibration efforts with operations leadership to assess trends and determine action items to improve the quality resultsManages processes and people to ensure that agreed upon action items are implemented by the operations areasCommunicates to the Operational Risk & Controls area any high-risk findings from audit effortsRecommends to the Business Solutions area opportunities for process improvement initiativesProcedure Management (10%)Leads a team who manages the development and maintenance of operations procedure manualsEnsures that change control processes for updating procedures are in place and followed by operations areasAs needed, provides support to the operations areas on educating employees around procedures including the sending of procedure remindersCollaborates with training staff and operations to ensure job aids and other training content are in alignment with procedures*Qualifications (Education, Experience, Certifications & KSA):Bachelor's degree required; or equivalent combination of education and experienceMust maintain a property & casualty license5 – 7 years related experience3 – 4 years leadership experienceThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.