Quality Assurance Auditor - State National

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The Quality Assurance Auditor performs multiple internal audits of quality, customer service, productivity and timeliness and reports accurate results within the required time frame. In addition, this position is responsible for assisting the Lead and Manager with training and performing new internal audits for various departments.

Essential Functions:

• Independently conduct performance studies according to guidelines by gathering, tracking, organizing and analyzing data for multiple quality and timeliness audits.
• Verify accuracy of results/reports prior to issuing and prior to lead review within the defined timeframes, meeting with management to review results (as appropriate).
• Measure compliance with internal procedures in conducting audit-the-auditor studies of inbound and outbound calls by following established audit procedures.
• Provide clear and immediate communication to appropriate members of management regarding non-compliance with performance standards and internal procedures. Proactively identify recurring problems and make recommendations for solutions.
• Enhance/refine studies and schedules in conjunction with Supervisors/Managers from other departments.
• Stay abreast of changes in processes, accounts, or procedures that affect audit areas by attending specified meetings, training, or reading communication materials.
• Provide training when required on approved processes, call standards, and etiquette.
• Facilitate monthly calibration sessions with appropriate members of management. Recommend changes for improving the quality assurance process.

Additional Responsibilities:

• Identify additional areas of potential improvement revealed during administration of studies that were not obvious during the development of study guidelines
• Provide feedback on audit trends to Training Department
• Assume project/special duties as assigned by Lead or Manager

Knowledge/Skills/Abilities:

• Intermediate or higher level of knowledge of Microsoft Office products or equivalent programs, particularly Excel spreadsheets and charts.
• Maintain high standards and measures despite pressing deadlines, doing work right the first time, and inspecting material for errors.
• Able to follow detailed procedures and ensure accuracy in documentation and data, concentrate on routine work details, and organize a system of records.
• Able to prepare for emerging customer needs, manage multiple projects, determine project urgency in a meaningful and practical way, use goals to guide actions and create detailed action plans, and organize and schedule people and tasks.
• Able to act in accordance with established guidelines, policies and procedures.
• Able to display enthusiasm, promote a friendly group working environment, and work closely with other departments as necessary.

Education/Experience:

• High School Diploma or equivalent required
• Some college education preferred
• 2-3 years of prior experience in audit/relevant department knowledge
• 2 years of QA experience preferred

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US Work Authorization

• US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.