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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