Quality Assurance Coordinator - Research

Job Title

Quality Assurance Coordinator-Research

Overview of Position

This position supports the Insurance Tracking Research department and is responsible for identifying the training and development needs of Research team members who service all Insurance Tracking clients. The Quality Assurance Coordinator enhances individual and team performance, as well as the client and customer experience, by delivering constructive feedback, targeted coaching, and ongoing support that promote exceptional service. This role partners with functional areas to advance process improvement initiatives, maintains a closed-loop feedback process, documents quality concerns, develops and presents meaningful reports, and provides actionable insights to department leadership.

What will be my duties and responsibilities in this job?

• Develop, execute, and maintain quality assurance programs, audits, monitoring activities, and compliance initiatives to ensure adherence to client, regulatory, internal, departmental and contractual standards.
• Analyze audit results, quality metrics, research decisions, and operational performance trends to identify root causes, risks, systemic issues, and continuous improvement opportunities.
• Partner cross-functionally with internal Operations teams, Account Management, clients, and other stakeholders to implement corrective actions and drive sustainable improvements in individual and department performance.
• Develop, implement, and monitor action plans that address quality deficiencies, reduce errors, strengthen controls, and measure the effectiveness of corrective and preventive actions.
• Develop tools, job aids, procedures, and quality resources that improve accuracy, consistency, associate performance, and operational results.
• Provide statistical analysis and departmental reporting on audit findings, quality performance, top error patterns, remediation progress, and emerging risks.
• Lead and/or support quality projects, process improvement initiatives, and internal and external calibration sessions while balancing multiple priorities, deadlines, and key performance targets.
• Build and maintain productive relationships with leadership, associates, and cross-functional partners, adapting effectively to varied skill sets, personalities, and working styles.
• Serve as a subject matter expert by providing guidance, coaching, feedback, and recommendations that improve quality performance, reinforce consistent application of standards, and enhance the client and customer experience.

What are the requirements needed for this position?

• High school diploma or GED
• 3+ years experience within the Insurance Tracking organization
• 3 years related experience in quality assurance, research and audit in the mortgage insurance industry
• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint
• Working knowledge of Insurance Tracking servicing systems (i.e. SSP, ICE/Black Knight, Smartflow, Trackall, etc.)
• Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment
• Strong analytical skills
• General knowledge of QA systems and tools preferred
• Detail and project oriented
• Displays strong organizational and time management skills
• Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines
• Willingness to adapt to a constantly evolving product and work environment
• Ability to work independently and communicate in a conversational manner that promotes dialogue and establishes rapport
• Ability to coach research representatives across multiple functions
• Ability to develop relationship/partnership-building skills - listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes
• Ability to effectively assess and diffuse difficult situations and then escalate issues to appropriate leadership as needed
• Success requires an intimate knowledge of the Insurance Tracking processes.

What other skills/experience would be helpful to have?

• Associate degree

ENT786 - Quality Assurance Coordinator

Job Grade

07

Pay Range:

$20.96 - $34.59

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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