Customer Service Quality Assurance Analyst - IntelliScript (Remote)
About The Position
Milliman IntelliScript is a business unit within Milliman, Inc., a global consultancy, that develops and deploys data-driven software-as-a-service (SaaS) products for the insurance, health IT, and life sciences industries. IntelliScript offers an innovative suite of products that interpret and deliver electronic medical data to assist clients with underwriting and pricing decisions. The company fosters an entrepreneurial, collaborative culture focused on innovation, excellence, customer service, balance, and transparency, with sustained growth providing opportunities for career development. The Operations team, which supports various IntelliScript divisions, is expanding due to increased call volume from insurance policy applicants.
Requirements
- High school diploma or GED required
- Intermediate proficiency in Microsoft Word, Excel, and Outlook
- Minimum of 5 years of working in operations and/or auditing
Nice To Haves
- Bachelor’s degree
- Exposure to FCRA regulations and operations
- Experience using Salesforce to locate and record information
- Familiarity with the insurance industry
- Proficiency in Spanish, including speaking and translation skills
Responsibilities
- Conduct end-to-end peer reviews of FCRA dispute cases across the full lifecycle to ensure accuracy, completeness, timeliness, and compliance.
- Review case files, documentation, correspondence, and deliverables sent to data furnishers and consumers to ensure quality and alignment with internal policies and regulatory requirements.
- Identify errors, inconsistencies, missing information, and potential compliance or operational risks within dispute handling processes.
- Evaluate dispute handling activities to identify gaps in policies, procedures, controls, and execution.
- Analyze quality review trends and root causes, and recommend improvements to strengthen processes and reduce risk.
- Partner with cross-functional teams to communicate findings, support remediation efforts, and drive continuous improvement.
- Maintain accurate quality review records, reports, and audit documentation to support oversight and accountability.
- Support training, coaching, and quality standards by sharing feedback, best practices, and recurring themes.
Benefits
- Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners
- Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges
- 401(k) Plan – Includes a company matching program and profit-sharing contributions
- Discretionary Bonus Program – Recognizing employee contributions
- Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses
- Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
- Holidays – A minimum of 10 paid holidays per year
- Family Building Benefits – Includes adoption and fertility assistance
- Paid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteria
- Life Insurance & AD&D – 100% of premiums covered by Milliman
- Short-Term and Long-Term Disability – Fully paid by Milliman
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
