Quality Assurance Specialist-Captive

Gallagher • Lower Allen Township, PA

5d

About The Position

The QA Captive Escalation Specialist provides the operational foundation for the captive escalation and complaint management program. This role is responsible for ensuring escalations are accurately tracked, documentation is complete, deadlines are monitored, and follow‑ups are executed consistently. By managing the day‑to‑day operational details, this role enables the Manager to remain focused on client leadership, issue resolution, and service quality.

Requirements

• Bachelor's degree
• 5 years relevant claims handling experience
• Proficiency in MS Office applications
• Proficiency in related claims and business software
• Strong analytical and organizational skills
• Excellent interpersonal, written and verbal communication skills
• Ability to interpret customer needs and handle to conclusion
• Ability to work independently and establish priorities

Nice To Haves

• Previous auditing experience
• Extensive liability claims background
• Strong process management skills

Responsibilities

• Maintain and manage the centralized escalation log and tracking tools
• Ensure all escalation documentation is complete, accurate, and up to date
• Track service level agreements (SLAs), response commitments, and follow‑up deadlines
• Schedule and coordinate focused response or resolution checkpoints as needed
• Proactively identify and escalate stalled or at‑risk matters
• Coordinate responses and information gathering across RMs, supervisors, and managers
• Support escalation trend analysis and data preparation
• Assist with training logistics, materials, and coordination
• Support development and maintenance of: Captive and member “Who’s Who” reference materials, Resource guides and job aids, Email rules, color‑coding, and standardized response workflows

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level