Claims Quality Assurance Analyst

RESPONSIBILITIES

• Conducts daily, monthly, quarterly, and targeted quality audits and determines quality scores.
• Reviews and monitors employees’ work to assess technical accuracy, customer service performance, and departmental conformity.
• Prepares and conducts quarterly meetings to review Quality Assurance scores and company and state-mandated expectations.
• Partners with the Senior QA Analysts and supervisors to identify QA trends.
• Collaborates with the QA Department to maintain quality standards; ensures proper evaluation.
• Identifies and recommends training enhancements.
• Assesses and recommends changes to the quality review guideline.
• Detects opportunities in the operations process and proposes recommendations to improve efficiency.
• Develops new audits and current audit enhancements.
• Participates in special projects or performs duties in other areas as requested.
• Communicates with other departments, including but not limited to Claims, FNOL, Underwriting, and Compliance.
• Performs other duties as assigned.

JOB REQUIREMENTS

• Requires a high school diploma or equivalent education.
• Requires a minimum of 5 years of experience of claims handling; preferably with a strong focus in bodily injury and material damage handling.
• Applicable state-specific adjuster licenses and/or certificates.
• Training in systems and QA Department processes and procedures.
• Proficient in Microsoft Suite (i.e. Word, Excel, PowerPoint, etc.).
• Additional extensive training in Excel is preferred.
• Ability to make effective decisions on behalf of the organization.
• Excellent interpersonal and communication skills, including presentation skills.
• Commitment to First Acceptance’s company values.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to do manual tasks, which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Other abilities include possessing the capacity to learn, concentrate, think, and read. Oftentimes the employee will be communicating and interacting with others while working.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.