Policy Assurance Specialist
Appalachian Underwriters, Inc.•Oak Ridge, NV
•$17 - $20•Onsite
About The Position
Acrisure is seeking a Policy Assurance Specialist to join our growing team! Standard operating hours are Monday - Friday 8am-5pm. The Policy Assurance Specialist is responsible for defining, implementing, and maintaining rigorous quality standards across all departments, call center operations, and the entry-level underwriting support group. This role develops clear performance measures, audits interactions and task work, delivers a quantitative scorecard, and designs targeted training and development plans to drive continuous improvement and ensure every team member meets or exceeds expectations.
Requirements
- Minimum 2 years of quality assurance experience, preferably in a call center or insurance underwriting environment.
- Proficiency with QA tools and MS Office (Excel, PowerPoint).
- Exceptional attention to detail and ability to translate data into actionable insights.
- Excellent communication and coaching skills.
- High integrity, confidentiality, and ability to manage multiple priorities in a dynamic environment.
Nice To Haves
- Bachelor’s degree in Business Administration, Risk Management, Insurance, or a related field preferred.
Responsibilities
- Define clear, measurable QA metrics and KPIs for call center and underwriting support operations.
- Conduct regular audits of calls, chats, emails, and underwriting support tasks for compliance and quality.
- Develop and maintain QA scorecards, generating weekly and monthly reports on team performance.
- Provide timely, constructive feedback and coaching to team members and leads.
- Collaborate with training and operations to design workshops, refresher courses, and job aids.
- Identify and address gaps in performance with personalized development plans.
- Analyze root causes of recurring quality issues and recommend process improvements.
- Work closely with leadership to align QA objectives with business goals.
- Participate in cross-functional initiatives to pilot new quality measures.
Benefits
- Comprehensive medical insurance
- dental insurance
- vision insurance
- life and disability insurance
- fertility benefits
- wellness resources
- paid sick time
- Generous paid time off and holidays
- Employee Assistance Program (EAP)
- complimentary Calm app subscription
- Immediate vesting in a 401(k) plan
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- commuter benefits
- employee discount programs
- Paid maternity leave
- paid paternity leave (including for adoptive parents)
- legal plan options
- pet insurance coverage
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
