Quality Assurance Specialist, Private Risk - RogersGray

RogersGray, A Baldwin Risk Partner, is a place where smart, dedicated, ambitious, and motivated people come together to build something meaningful. We work hard, brainstorm often, and laugh a lot. If you want the opportunity to work in a supportive environment, challenge yourself and learn new skills, we want to talk to you.Job description summary:

• The Quality Assurance Specialist will be responsible for assisting with the improvement of divisional efficiency & consistency through auditing to support processes, automation, and data integrity workflows. They will collaborate with the Learning and Development Team & Client Experience Leaders to identify training opportunities based on audit results.  The role will focus on serving as a liaison between the Client Service Team and the Learning & Development Team to ensure that the necessary changes and actions are taken to improve the service delivery and operations to our clients.

Primary responsibilities:

• Identify themes, patterns, and solutions for recurring training issues and deficits.
• Perform regular audits of phone recordings, Epic activity and workflows, and quality control reports.
• Adhere to audit cadence expectations as set for both regular and ad-hoc audit requests.
• Document audit results.
• Effectively communicating audit results to Client Experience Leaders to ensure proper coaching of colleagues.
• Identify and communicate immediately any coverage gaps found during the audit process.
• Analyze data and produce regular reports on audit findings and corrective actions to management to assess the effectiveness of the Client Service Team.
• Develop a working knowledge of audit findings and provide information for follow-up on corrective actions are implemented in a timely manner.
• Understand the root cause of the issues identified in the audits and work closely with the Client Experience Leaders to develop corrective action plans.
• Assist in the development of audit reports and other written documentation to effectively communicate findings, conclusions and recommendations to the Client Service Team and leadership.
• May collaborate with the Client Experience colleagues on issues identified in audit findings.

Knowledge, Skills, and Abilities:

• Strong attention to detail.
• Strong customer service skill knowledge; understand the firm’s expectations for exceptional customer service.
• Ability to communicate effectively and regularly with Client Experience Leaders, Learning & Development Manager, & Operations Leader.
• Understand the objectives of the organization and its departments and the impact of the position in achieving them.
• Thorough knowledge of all parts of varying workflows and how they function together.
• Self-motivated with the ability to work independently.
• Exude behavior that aligns with the firm’s culture & core values.
• Ensure accuracy, consistency, and compliance with agency workflows, systems, and operational practices.

Education and Experience:

• Undergraduate/bachelor’s degree preferred.
• Associate degree or a minimum of 5-years’ experience in personal lines insurance.
• Proficiency in Microsoft Office products - Word, Excel, PowerPoint, Outlook.
• Knowledge of Applied Epic.
• Ability to learn other appropriate program or software systems used by the firm, as necessary.
• Excellent communication skills, both oral and written, to communicate effectively with internal teams and leaders.
• Ability to work independently, multi-task and prioritize work in a fast-paced and evolving environment.

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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.