QM & QA Coordinator, IT

Remote

Position Summary

  • To support and enhance existing Agency Management System processes by:
  • Overseeing end-user entered application data to ensure conformity with organizational standards
  • Performing and delivering Personal and/or Commercial Lines branch audits
  • Designing and delivering end-user training programs on:
    • Basic procedures and workflows
    • Quality Management checklists & requirements
    • Best practices
    • New feature and function implementations
    • Quality Management corrective action plans resulting from audit
  • Identifying opportunities for quality control improvement
  • Establishing, enhancing, and/or promoting data standards in accordance with industry standards and evolving IT and data needs
  • Collaborating with organizational leadership to determine Quality Management benchmarks
  • Supporting success of end-user adoption as it relates to process change and new function delivery
  • Improving workflow and procedures to enhance operational efficiencies
  • Managing and processing end-user requests and inquiries via internal help desk software

Position Requirements

  • Strong, hands-on technical knowledge of Insurance Software
  • Experience with:
    • Quality Management, Quality Assurance, and audit best practices
    • Project management and implementation methodology
    • End-user training
  • Understanding of:
    • The insurance industry
    • B2B/B2C insurance service and deliverables  
    • The lifecycle of Personal and/or Commercial Lines customers
  • Proven success in supporting end-users within technology platforms
  • Good understanding of the organization’s goals and objectives
  • Willingness to collaborate with various departments for a common goal
  • Knowledge of applicable Personal and/or Commercial Lines coverages, practices, and laws
  • Excellent problem solving and customer service skills

Formal Education & Certification

Bachelor’s Degree and/or 8+ years of equivalent work experience.

 Personal Competencies

Critical Thinking – actively and skillfully conceptualizing, applying, analyzing, synthesizing, and/or evaluating information gathered from, or generated by, observation, experience, reflection, reasoning, or communication, as a guide to belief and action.

Conflict Resolution – The ability to find a peaceful solution to a disagreement.

CommunicationThe ability to communicate clearly, concisely, and concretely in writing and verbally in a positive manner to foster the sharing of knowledge.

Active Listening – The ability to engaged with your conversation partner in a positive way. The process of listening attentively while someone else speaks, paraphrasing and reflecting what is said, and withholding judgment and advice.

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