Customer Service Quality Assurance Analyst - IntelliScript (Remote)

Milliman is a respected consultancy that offers data-driven SaaS products for the insurance, health IT, and life sciences sectors. They are seeking a Customer Service Quality Assurance Analyst to conduct peer reviews of FCRA dispute cases, ensuring compliance and quality in operations while supporting continuous improvement initiatives.

Responsibilities:

• Conduct end-to-end peer reviews of FCRA dispute cases across the full lifecycle to ensure accuracy, completeness, timeliness, and compliance
• Review case files, documentation, correspondence, and deliverables sent to data furnishers and consumers to ensure quality and alignment with internal policies and regulatory requirements
• Identify errors, inconsistencies, missing information, and potential compliance or operational risks within dispute handling processes
• Evaluate dispute handling activities to identify gaps in policies, procedures, controls, and execution
• Analyze quality review trends and root causes, and recommend improvements to strengthen processes and reduce risk
• Partner with cross-functional teams to communicate findings, support remediation efforts, and drive continuous improvement
• Maintain accurate quality review records, reports, and audit documentation to support oversight and accountability
• Support training, coaching, and quality standards by sharing feedback, best practices, and recurring themes

Requirements:

• High school diploma or GED required
• Intermediate proficiency in Microsoft Word, Excel, and Outlook
• Minimum of 5 years of working in operations and/or auditing
• Strong analytical capability with the ability to break complex workflows and datasets into actionable requirements for engineering
• Experience in quality assurance, compliance, operations, auditing, or a related function
• Strong attention to detail and the ability to review work thoroughly, accurately, and consistently
• Strong analytical and problem-solving skills, with the ability to identify issues and recommend practical solutions
• Sound judgment and the ability to recognize, assess, and escalate risk when appropriate
• Clear written and verbal communication skills, including the ability to deliver constructive feedback effectively
• Ability to interpret policies, follow established procedures, and evaluate work against defined standards
• Strong organizational skills and the ability to manage multiple priorities in a deadline-driven environment
• A collaborative and professional approach, with a strong commitment to accuracy, accountability, and continuous improvement
• Bachelor's degree
• Exposure to FCRA regulations and operations
• Experience using Salesforce to locate and record information
• Familiarity with the insurance industry
• Proficiency in Spanish, including speaking and translation skills