General Liability Claims Quality Specialist Lead

Gallagher•Seattle, WA

53d•Hybrid

About The Position

Gallagher Bassett is hiring a General Liability Claims Quality Specialist Lead to support claims quality across U.S. jurisdictions. The role is hybrid, with at least two days per week in Issaquah, Washington. The specialist conducts claim-file quality reviews and audits, analyzes results and trends, and partners with claims professionals, supervisors, and leaders to improve claim handling and operational performance. The position also supports training, calibration, reporting, and quality initiatives. A claims license is preferred but not required.

Requirements

High school diploma.
At least 5 years of related claims experience.
Commercial General Liability claims background.
U.S. jurisdictional experience.
Strong understanding of claims best practices, coverage analysis, investigation, documentation, litigation management, reserving, and resolution strategies.
Strong analytical, organizational, and communication skills.
Computer experience with related claims and business software.
Quality assurance, file audit, technical claims review, training, coaching, or operational excellence experience.

Nice To Haves

At least 2 years of quality assurance, technical review, auditing, coaching, training, or supervisory experience.
Previous experience reviewing claims for technical accuracy, compliance, quality standards, and best practices.
Bachelor's degree.
Industry designations such as AIC, CPCU, ARM, AINS, SCLA, or similar.
Experience facilitating training, calibration sessions, or quality initiatives.
Experience developing performance metrics, scorecards, and reporting.
Claims license; preferred but not required.

Responsibilities

Conduct quality reviews and audits of claim files for adherence to client expectations, company best practices, regulatory requirements, and claim handling standards.
Analyze audit results to identify trends, strengths, risks, and improvement opportunities across claims operations.
Partner with claims professionals, supervisors, and leadership to provide coaching, guidance, and feedback on quality expectations and claim handling performance.
Support development and delivery of training, calibration sessions, and educational resources to improve claims quality and consistency.
Monitor compliance with client service instructions, internal procedures, quality standards, and regulatory requirements.
Prepare quality reports, scorecards, and trend analyses to support leadership decisions and continuous improvement.
Participate in special projects and quality assurance initiatives supporting business goals and client expectations.
Document and communicate audit findings promptly and effectively in a collaborative, solution-focused manner.
Evaluate claim files and claim handling performance against quality standards and client expectations.
Collaborate with operational leaders to identify trends and implement process improvements.
Analyze data and quality metrics to support operational excellence initiatives.
Prioritize activities and apply critical thinking and problem-solving to serve clients and business objectives.