Quality Assurance Billing Representative

Kemper•Chesterfield, MO

4d•Hybrid

About The Position

Kemper is seeking a Quality Assurance Representative to join our Policy Administration team in Chesterfield. This role is responsible for evaluating the quality and accuracy of work performed across Policy Administration, including billing, payments, policy servicing, and other operational functions. The Quality Assurance Representative plays an important role in helping us deliver an exceptional customer experience by ensuring work is completed accurately, efficiently, and consistently. This role goes beyond identifying errors. It uses quality results, data, and performance trends to understand why issues occur and identify opportunities to prevent them from happening again. The ideal candidate is naturally curious, detail oriented, and interested in understanding the reasons behind how work gets done. You will work closely with department leaders, supervisors, subject matter experts, training partners, and other stakeholders to turn quality insights into actionable improvements that strengthen processes, employee performance, and the customer experience.

Requirements

2+ years of experience in quality assurance, operations, insurance, billing, customer service, policy administration, or a related financial services environment.
Strong analytical and critical thinking skills with the ability to identify patterns, investigate issues, and determine root causes.
Strong attention to detail and commitment to accuracy.
Excellent verbal, written, and interpersonal communication skills.
Ability to interpret data and translate findings into clear, actionable recommendations.
Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines.
Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, OneNote, and Outlook.
Ability to work independently while collaborating effectively across teams.
Ability to adapt to changing priorities and quickly learn new processes and systems.
A continuous improvement mindset and willingness to respectfully challenge existing processes when opportunities for improvement are identified.

Nice To Haves

Experience performing quality reviews, analyzing operational data, or identifying process improvement opportunities preferred.
Associate or bachelor's degree preferred.
Equivalent combination of education and relevant experience may be considered.

Responsibilities

Perform quality reviews of completed work across Policy Administration, including billing, payments, and policy servicing, using established quality standards and tools.
Evaluate work for accuracy, compliance, consistency, and adherence to established procedures and service expectations.
Analyze quality results to identify trends, recurring issues, root causes, and opportunities for improvement at both the individual and team level.
Translate quality findings into actionable insights and recommendations for department leaders, supervisors, and other stakeholders.
Identify training and knowledge gaps and partner with leadership, subject matter experts, and training partners to develop solutions that improve performance.
Participate in the development, calibration, and continuous improvement of quality standards, review criteria, and monitoring processes.
Develop and maintain quality reporting, trend analysis, performance metrics, and documentation of findings and follow up actions.
Recommend and support process improvements that increase accuracy, efficiency, consistency, and the overall customer experience.
Support the development and maintenance of standardized workflows, procedures, training materials, and job aids based on quality findings and process changes.
Participate in department initiatives, process improvement efforts, and special projects as assigned.