Operations Quality Assurance Analyst

GEICO • Virginia Beach, VA

12h • Hybrid

About The Position

Under limited supervision, this role reviews, monitors, and evaluates operational processes, documentation, and activities to ensure compliance with applicable regulatory requirements, internal policies, and quality standards. The analyst conducts structured quality reviews of calls, files, and workflows, analyzes trends and results, and provides insights to support consistent execution, risk mitigation, and continuous improvement across operations to management.

Requirements

• Minimum of 5 - 10 years of claims and/or insurance industry experience
• Experience with high-severity or complex auto insurance claims required
• Ability to work onsite two days per week

Nice To Haves

• Exposure across multiple claim types is a plus

Responsibilities

• Conducts quality assurance reviews of operational unit activities, including documentation, system entries, workflows, and telephone calls to ensure quality and customer experience expectations are met.
• Evaluates and scores adherence to regulatory requirements, internal policies, procedures, and established quality standards.
• Performs sample reviews of open and closed files to assess accuracy, consistency, and proper execution of processes.
• Analyzes quality review results, trends, and performance data to identify patterns, systemic issues, and areas of opportunity.
• Identifies gaps, errors, or inconsistencies that may pose compliance or operational risk.
• Researches industry best practices, regulatory guidance, and quality standards relevant to operations.
• Compares external practices to internal processes and identifies potential areas for alignment or improvement.
• Documents/communicates quality results, trends, and observations in a clear, professional manner.
• Collaborates with operations, product, training and other partners to clarify findings and support quality initiatives.
• Recommends changes in processes and methodologies to enhance processes and improve overall quality results.
• Determines areas of strengths and areas of concern based on call monitoring and assessing reviews and provides feedback to management for training and coaching or behavioral opportunities.
• Maintains accurate and detailed records of quality assurance activities, findings, and outcomes.
• Inputs and maintains individual, section and departmental performance statistics in designated systems.
• Generates performance reports and trends as required.
• Adheres to the GEICO Code of Conduct, the GEICO Claims Code of Conduct, company policies and operating principles.
• Meets attendance standard at business location to perform necessary job functions and to facilitate interaction with management and co-workers.
• Must be able to, with or without accommodation, perform the essential functions which include, but are not limited to seeing, hearing, typing and speaking.
• Must be able to work both independently and in a team environment.
• Must be able to multi-task.
• Must be able to learn and apply large amounts of technical and procedural information.
• Must be able to communicate effectively verbally and in writing.
• Must be able to adhere to department’s in-office requirements.

Benefits

• 401K savings plan vested from day one that offers a 6% match
• Performance and recognition-based incentives
• Tuition assistance
• Mental healthcare
• Fertility and adoption assistance
• Workplace flexibility
• GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees