FBS Quality Analyst (Call Center)

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

Serves as the first line of defense to ensure overall effectiveness of quality programs and business operations controls. Ensures adherence to established quality framework and ongoing evaluation of business operations control activities in an effort to minimize exposures and strengthen the overall business control environment. Identifies problems in quality system process and presents effective solutions to leadership.

Essential Job Functions

Supports business operations in the implementation of quality related initiatives by providing procedures/process oversight, business control assessments and procedure evaluation. Troubleshoots quality concerns, identifies trends and recommends action items to the business for handling to ensure compliance, reduce risk and improve customer experience. Provides oversight to ensure business operations complies with applicable underwriting, compliance, financial controls and/or company policy through communication, change management, process design, and/or project participation. Identifies key data-driven insights tied to first line of defense, translates data into compelling stories and makes effective recommendations for improvement. Ensures execution of the quality assurance plan based on scope, analyzes audit results and creates audit summaries. Provides facilitation of business operations engagement with Legal, Compliance, Finance, Product and Underwriting. Partners and collaborates with various business stakeholders to support programs and controls. Communicates effectively with process owners to identify business control failures in order to make sound recommendations. Participates in remediation process through business action plan coordination and support. Advises on corrective action measures based on audit results, compliance reviews and advanced understanding of customer needs. Routinely monitors business controls and applies knowledge of controls to review and validate them. Configures, updates, and maintains data and processes within quality database. Collaborates with and builds relationships across organization, bridges gaps between teams and influences key stakeholders based on increased business acumen. Mentors new team members and serves as a lead to guide other team members. Performs other duties as assigned.

• High school diploma or equivalent required. Bachelor's degree preferred.
• Bilingual proficiency in English and Spanish required.
• 2+ years of experience as a Quality Analyst or a similar role within a Contact Center.
• Leadership experience is a plus.
• Experience in insurance or related field is a plus.
• Microsoft office proficiency.

Competitive compensation and benefits package

1. Competitive salary and performance-based bonus.
2. Comprehensive benefits package: Grocery vouchers, restaurant vouchers, SGMM, etc.
3. Dynamic and inclusive work culture within a globally renowned group.
4. Private Health Insurance.
5. Paid Time Off.
6. Training & Development.

Note: Benefits differ based on employee level.