New Business Quality Assurance Analyst (Hybrid)

We are adding a New Business Quality Assurance Analyst 
to our team!

This is a hybrid position which may require working in the office based on department and business needs.   

Who We Are:

Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people. Learn more by clicking here or visiting https://www.youtube.com/watch?v=JlB7J8740hU. 

Work Environment: NGL offers a flexible work environment where employees can work fully remote, hybrid or onsite at our Madison, Wis. office. We support virtual working arrangements in certain states outside of WI.

A Day in the Life:

The primary responsibility of the New Business Quality Assurance Analyst position is to evaluate and coach staff members within New Business through the department’s quality assessment process. The goal is to assure staff are delivering on accuracy and proficiency. The New Business Quality Assurance Analyst reviews and assesses newly issued applications/policies issued through multiple channels (data entry, e-app, etc.) and conducts regularly scheduled coaching sessions with staff members. This position supports leadership by providing valuable insights useful for overall development of staff and improvement of processes. This position works closely with trainers and those responsible for documentation to address trends and gaps in knowledge.

This role requires excellent communication skills and the ability to positively influence others through coaching and written communication. Having a thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Primary Responsibilities: 

• Conducts quality assurance audits to assess that quality standards and are being met or exceeded.
  • Create and run queries to track and measure team/individual productivity and quality results
• Coaches staff on regular basis to develop staff skills and assist in driving overall staff performance to meeting or exceeding expectations.
  • May assist with additional evaluations and/or coaching sessions for newer staff and/or staff who may be struggling with performance.
  • Tracks coaching sessions and evaluations using established tools and completes coaching and evaluations on a consistent basis throughout the month.
• Assists in training new hires on Quality program and expectations.
  • Attends, as needed, New Business meetings for specific training based on each team’s QA trends.
• Partners with leadership to assist with creating overall view of New Business Specialist, Texas New Business Specialist, Senior New Business Specialist, and Senior Texas New Business Specialist’s performance, identifying trends and learning gaps, as well as areas to improve efficiencies.
• Maintain a working knowledge of NGL processes and procedures and assist in the creation of SOPs within designated team.
• Perform other work as requested or required.
  • Research and resend policies that have been returned as non-deliverable, identify possible trends resulting in inaccurate address.
  • Review delivery receipts and work through standard processes while looking for process efficiencies.
  • Review and process duplicate and corrected policy request, identifying possible trends as well as provide training and coaching for corrections needed.

Schedule: This is full-time hourly position. Employees have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 a.m. – 6:00 p.m. CST, Monday - Friday.

Essential to Your Success:

• Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions
• Excellent oral and written communication skills that convey confidence, including the ability to positively influence others and appropriately coach co-workers to improve future interactions
• Excellent interpersonal skills and ability to transform negative interactions into positive ones
• Proficient computer skills including knowledge in Microsoft Office applications
• Ability to take initiative, exercise good judgement and creatively solve problems or issues
• Ability to work well under pressure, have excellent organizational skills and strong attention to detail

Education Requirements:

Preferred:  2 Year / Associate Degree

Years of Experience:

• A minimum of two years of experience working at NGL preferred.
• A minimum of three years of experience in customer service or sales required.

What We Offer:

At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

Benefits:

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
• Health care, dental and vision plans
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account 
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program
• And much more!
  

Click here or visit https://nglic.wistia.com/medias/td9pvkvw9d to learn more about our comprehensive Total Rewards program.

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected].