Lead - QA & Process Improvement

Gallagher•Rolling Meadows, IL

About The Position

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose. We are seeking a highly skilled and motivated individual to join the Gallagher Bassett Billing team as the Lead – Quality Assurance & Process Improvement. This role will report to the AVP – Financial Operations and play a critical role in developing, implementing, maintaining, and monitoring billing best practices across the entire Billing organization. The role partners closely with Billing teams, Client Services, other Finance teams and IT to drive consistency, efficiency, and accuracy while reducing risk, errors, and revenue leakage. The Gallagher Bassett Billing team is responsible for delivering accurate, reliable, and efficient billing solutions that support organizational performance and a strong client experience. The team is structured into three primary areas—Core Standard, Core Non‑Standard, and Ancillary & Support—which together provide comprehensive coverage across routine billing activities, complex and customized billing scenarios, and specialized functions that enable and sustain billing operations. Success in this role is grounded in close collaboration with key partners, including other Finance teams, Client Services, and IT. Through strong cross‑functional partnerships, thoughtful use of technology, and streamlined processes, the Gallagher Bassett Billing team drives operational excellence, scalability, and continuous improvement. This integrated approach supports sustainable growth and ensures consistent, high‑quality outcomes that deliver lasting value to both clients and internal stakeholders.The responsibilities outlined below reflect this role’s emphasis on analytical rigor, cross‑functional coordination, governance, and continuous improvement within a growing and evolving billing environment.

Requirements

Bachelor's degree and 6 years related experience required.
Strong excel and financial management software skills are essential.

Nice To Haves

Bachelor’s degree in Finance, Accounting, Business Administration, or a related field required
7-10 years related experience required
Advanced Excel proficiency, including strong working knowledge of formulas, pivot tables, lookups, data validation, and reconciliation techniques and the ability to compile and analyze complex data
Previous Internal Audit experience a plus.
Experience in the Insurance Industry and/or with Third Party Service Administrators a plus
Experience working with billing systems, financial reporting tools, or ERP platforms, with the ability to adapt quickly to new systems and processes a plus
Proven experience mapping and redesigning end‑to‑end processes, with a focus on standardization, efficiency, and error prevention.
Experience developing and interpreting operational KPIs and performance dashboards, with a focus on productivity, quality, turnaround time, backlog, and SLA performance.
Strong critical thinking and problem‑solving skills, with the ability to evaluate billing issues, identify root causes, and recommend practical, scalable solutions.
Effective written and verbal communication skills, with the ability to influence across levels and convey complex concepts clearly to both technical and non‑technical audiences.
Exceptional documentation skills, including the ability to clearly develop, maintain, and update Standard Operating Procedures (SOPs), best practice guidelines, process flows, and control documentation.
Ability to partner cross‑functionally with Billing, Client Services, Pricing, Finance, IT, and GCoE teams to align processes and implement improvements.
Demonstrated ownership mindset and accountability, taking initiative to see work through from analysis to resolution.
Commitment to continuous improvement, with openness to change, learning, and process optimization.

Responsibilities

Lead the standardization of Billing Best Practices across the Core Non-Standard Billing team and broader Billing organization, identifying processes that do not currently meet established standards.
Partner with Client Services and other stakeholders to remediate gaps, align practices, and resolve non‑standard or high‑risk billing approaches.
Ensure new client implementations and transitions are established in strict alignment with Billing Best Practices from initial setup through stabilization.
Review existing Custom Billing processes on a recurring basis to identify opportunities for standardization, simplification, and enhancement.
Map, analyze, and redesign end‑to‑end billing workflows to align with Best Practices, eliminate inefficiencies, and reduce errors and revenue leakage.
Design end‑to‑end workflows for new billing processes, ensuring scalability, control, and consistency while preventing downstream defects and manual rework.
Apply continuous improvement methodologies to strengthen process controls, improve cycle times, and enhance overall billing quality.
Ensure all Billing Best Practices and Standard Operating Procedures (SOPs) are reviewed, validated, and updated at least annually.
Conduct annual process reviews to confirm alignment with documented SOPs and Best Practices, identifying gaps and driving corrective action plans.
Define, implement, and maintain KPI dashboards aligned to Billing Best Practices, including metrics for productivity, turnaround time, backlog, and SLA performance.
Ensure tracking tools are complete, accurate, and actively used, and that escalation protocols are followed consistently.
Analyze quality findings to identify root causes of billing errors and defects, and partner with Pricing and Client Services to close gaps and implement corrective actions.
Support leadership decision‑making by delivering clear, concise insights on billing quality, operational effectiveness, and control maturity.

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program