Employee Health & Benefits Quality Assurance Analyst, e-sMMArt

Marsh McLennan•Nashville, TN

22d•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking an Employee Health & Benefits Quality Assurance Analyst, e-sMMArt. MMA provides business insurance, employee health & benefits, retirement, and private client insurance solutions. This role requires the ability to commute to the Alpharetta, GA office a minimum of three days per week. The analyst will be responsible for ensuring quality standards, identifying improvements, and collaborating with various teams to optimize processes and systems within employee benefits administration and call center operations.

Requirements

Bachelor’s degree or equivalent experience preferred, but not required.
Minimum of 2 years of experience in benefits administration, or a related role, preferably within the insurance industry.
Strong knowledge of quality assurance methodologies, tools, and best practices.
Excellent analytical and problem-solving skills, with the ability to identify patterns and trends.
Detail-oriented with a focus on accuracy and precision.
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Advanced in Microsoft office: Word, PowerPoint, Excel and Adobe and Acrobat required.
Demonstrated ability to collaborate and work in a team environment.
Effective interpersonal, communication-verbal and written skills are highly desired.
A shared commitment to company values; Integrity, Collaboration, Passion, Innovation, Accountability
Life & Health license required
Applicants must be within driving distance to our Alpharetta, GA office to be considered for this role and have the ability to commute to the office a minimum of three days per week.

Responsibilities

Conduct regular audits and assessments of processes, systems, and deliverables to ensure compliance with quality standards, policies, and procedures.
Identify and document any deviations or non-compliance issues and provide recommendations for corrective action.
Collaborate with management to develop and implement QA strategies, methodologies, and best practices.
Track and analyze key performance indicators (KPIs) related to system performance, call center metrics, and customer satisfaction.
Identify trends, patterns, and areas of improvement based on data analysis, and provide actionable insights to management.
Collaborate with benefit specialists and technology team to identify process gaps, inefficiencies, and areas for improvement within the benefit administration system(s) and call center operations.
Propose and assist with implementing process enhancements, automation, and quality control measures to optimize system performance and customer experience.
Assist with training and provide coaching to benefit specialists and technology team on quality standards, best practices, and compliance requirements.
Provide regular feedback and performance assessments to management to ensure adherence to quality standards and continuous improvement.