Claims Quality Assurance Analyst

First Acceptance•Marianna, FL

1d•Onsite

About The Position

The Claims Quality Assurance Analyst is responsible for conducting quality audits, monitoring employee work for technical accuracy and customer service performance, and identifying trends and areas for improvement within the claims process. This role collaborates with various departments to maintain quality standards and contributes to the development of new audits and enhancements.

Requirements

Requires a high school diploma or equivalent education.
Requires a minimum of 5 years of experience of claims handling; preferably with a strong focus in bodily injury and material damage handling.
Applicable state-specific adjuster licenses and/or certificates.
Training in systems and QA Department processes and procedures.
Proficient in Microsoft Suite (i.e. Word, Excel, PowerPoint, etc.).
Ability to make effective decisions on behalf of the organization.
Excellent interpersonal and communication skills, including presentation skills.
Commitment to First Acceptance’s company values.

Nice To Haves

Additional extensive training in Excel is preferred.

Responsibilities

Conducts daily, monthly, quarterly, and targeted quality audits and determines quality scores.
Reviews and monitors employees’ work to assess technical accuracy, customer service performance, and departmental conformity.
Prepares and conducts quarterly meetings to review Quality Assurance scores and company and state-mandated expectations.
Partners with the Senior QA Analysts and supervisors to identify QA trends.
Collaborates with the QA Department to maintain quality standards; ensures proper evaluation.
Identifies and recommends training enhancements.
Assesses and recommends changes to the quality review guideline.
Detects opportunities in the operations process and proposes recommendations to improve efficiency.
Develops new audits and current audit enhancements.
Participates in special projects or performs duties in other areas as requested.
Communicates with other departments, including but not limited to Claims, FNOL, Underwriting, and Compliance.
Performs other duties as assigned.