Responsible for developing, implementing, and maintaining quality assurance/control programs
Delivers results of quality assurance assessments, studies, and initiatives to stakeholders
Develops and implements training programs, materials, and events to meet quality requirements
Conducts analysis/audits and partners with peers to make recommendations of business solutions
Develops, documents, and maintains Quality Management governance and controls standards
Generates reports and participates in the delivery of results to leaders and stakeholders
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled

Bachelor’s degree; OR 4 years of related experience, in addition to the minimum years of experience required, may be substituted in lieu of degree (8 years in lieu of a degree)
4 years progressive operations or process experience in the financial services, insurance, or relevant industry
Experience identifying problems/trends and developing and recommending solutions for business issues
Strong proficiency in SQL development for data extraction, manipulation, and analysis
Demonstrated experience in process improvement, leading projects, and driving measurable outcomes
Excellent communication, presentation, and interpersonal skills
Proven ability to work independently and problem solve with minimal supervision
Experience or strong familiarity with call transcription, quality assurance, and insurance quality standards is greatly preferred
Proficiency in data visualization tools such as Tableau or PowerPoint
Experience in defining, tracking, and reporting on key performance indicators (KPIs)

Quality Assurance Advisor I – Quality Automation

Key skills