CI Quality Analyst - Agency Services

F&G is looking to hire a CI Quality Analyst - Agency Services

Job Summary

The CI Quality Analyst’s primary responsibility is to ensure the front-line teams are getting every opportunity for success by overseeing the Quality review process as well as the quality of the CI delivery activities (Training, Knowledge Management, Lean, and QA). This role is embedded within the various functional areas of our Retail Operations department (New Business, Post Issue, and Agency Services) to coordinate, support, and execute the CI strategy and actions. Additionally, the CI Quality Analyst will coordinate any CI project-based needs, such as RPA activities. As a critical member of the CI team, the analyst will be the team engagement arm within their assigned functional area.

The (CI) Quality Analyst role reports to the Quality Assurance (QA) Manager. The CI Quality Analyst is intended to be an embedded trusted advisor across all team levels to ensure the teams are functioning at the highest level of effectiveness.

The role will be within the Agency Services area of F&G, focusing on Licensing and Commissions activities relating to our external sales partners.

• The ideal candidate will have experience in compliance activity relating to Licensing and Commissions, including state regulatory requirements and audit activity.
• Desire someone who can analyze workflows, work with the team to resolve issues, and drive improvement from a project management view.
• Experience with Life, Annuity, and other insurance product sales teams.
• Proven success as an agent of change – the ability to influence others to improve the actions of the group.

Duties and Responsibilities

• Oversight of all QA activities within assigned business area
  • Administers random evaluations of external evaluators and operations team members to evaluate quality compliance, working with the compliance and legal departments as needed.
  • Support Operations and external teams with calibrations.
  • Executes sampling procedures for collecting, recording, monitoring, and reporting quality data as requested by the QA Manager.
  • Prepare required monthly trend reports to communicate outcomes of quality evaluations.
  • Ensures adherence to Operation’s quality plan.
  • Assures all sample collections are per documented requirements.
• Manages and resolves all QA disputes within assigned business area.
  • Evaluates and adjudicates QA evaluation disputes.
  • Partner with Operations leadership teams to provide coaching plans from evaluations.
  • Tracks and reports on the implementation of coaching actions.
  • Provide QA support for complaint investigations review.
• Investigates and resolves any training or document opportunity related to an identified QA issue.
  • Recommends developing CI strategies and processes to improve CI support in Operational areas.
  • Optimize operating efficiencies with qualitative and quantitative measures, employing innovative problem-solving to ensure high-quality deliverables and implement change.
• Serve as functional SME for assigned business area
  • Monitor state regulations regarding changes that may affect processing requirements coordinating with IT, Legal, Compliance, Training, etc., to ensure compliance.
  • Uses expert knowledge to train new and transferring team members on specific skill-based actions required of their role
  • Supports KM and Training efforts to ensure training and KM documentation meet compliance standards.
• Coordinates all CI efforts to include Lean, Training, Knowledge Management, and QA actions
  • Partner with the Operations Implementation team to ensure process changes are accomplished and establish proper monitoring capabilities
  • Ensures collaborations between CI and Ops teams occur
  • Partner with the Continuous Improvement team to ensure process changes are accomplished
  • Collaborates with KM and Training teams to ensure proper revisions of SOP and training documentation after process change activities
  • Aids Training, KM, and QA team in testing and reviewing created materials
  • Supports all survey and reporting activities for the CI team relating to their area of responsibility
• Build solid and reputable relationships across the organization

Experience and Education Requirements

• Bachelor’s degree or equivalent experience
• 2+ years’ experience in quality assurance or auditing
• 2+ years of insurance industry-specific experience in their assigned area
• Experience with the implementation of coaching programs

Knowledge, Skills & Abilities

• Knowledge of tools, concepts, and methodologies of QA
• Demonstrates high critical thinking and reasoning skills with strong attention to detail
• Analytical and conceptual thinker
• Strong verbal and written communication skills with personnel at all levels of the organization
• Demonstrated success in influencing culture to generate sustainable improvements.
• Possess robust business analysis, facilitation, and organizational skills.
• Elevated level of expertise with Microsoft Office, VISIO, and SharePoint
• Ability to translate copious amounts of data into useful information and actionable items
• Strong computer skills, including Microsoft Office

Other Requirements

• Perform other functions, duties, and projects as assigned
• Knowledge of Life and Annuity Insurance regulatory requirements
• Regular and punctual attendance
• Some travel may be required (less than 10%)

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