Quality Assurance and Training Specialist (EH&B)

Marsh McLennan•Atlanta, GA

29d•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking a Quality Assurance and Training Specialist for their Employee Health and Benefits (EH&B) division. This role involves conducting quality assurance reviews to identify areas for improvement and potential compliance issues within retail insurance. The specialist will collaborate with stakeholders and consult on implementation plans to maintain high-quality standards. The position is part of the Offshore Business Operations team within the EH&B area.

Requirements

College Degree or equivalent education, training, and work-related experience.
Five years of experience within the Employee Health and Benefits industry.
Ability to work independently.
Highly effective written/verbal communication and facilitation skills.
Proven ability to act with responsiveness, urgency, and professionalism in all matters while prioritizing responsibilities and proactively accomplishing goals.
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.

Nice To Haves

Knowledge of Employee Health and Benefits specific systems and applications.

Responsibilities

Writing and updating Standard Operating Procedures based on national workflows.
Preparing training plans and content (videos, presentations, templates) for identified processes.
Engaging business stakeholders to gather feedback on client needs and deliverable variations to enhance training content.
Working cross-functionally with Quality and SME teams to monitor error trends and frequently asked questions, recommending targeted training topics.
Upholding quality standards by ensuring process and product output meet regulatory and internal control requirements.
Contributing to the achievement of Operations team Service Level Agreements (SLA), Key Performance Indicators (KPI), and business objectives.
Managing and prioritizing workload to meet individual SLA, KPI, and Quality targets.
Maintaining a basic understanding of the core aspects of relevant EH&B related legislation.