Job details
Job type full-time
Full job description
Quality assurance manager flsa category: salary, exempt
Position description:
The primary responsibilities for this position are to provide ongoing supervision, guidance and management to syndicate’s quality assurance teamThe overall objective is to deliver a quality product to our carrier partners and their policyholders through efficient and effective execution of the syndicate wayPutting people at the center of all that we do we will deliver on our promise to provide a quality, people centered claim services operationIn this role you will work closely with all levels of management, various corporate teams and all of syndicate’s adjuster ecosystem to deliver on every claim, every timeThis role will measure, analyze and report on claim handling quality to ensure claims excellence is achieved and best in class service is being provided to our customersCollaborating with training and management to proactively identify areas for development or improved processes to support internal customers and drive performanceProvides feedback to appropriate personnel and makes recommendations on areas of opportunity, areas of strength as well as overall claims handling qualityThe quality assurance manager will be required to demonstrate initiative, independent thought, strong interpersonal and decision-making abilities, the ability to provide clear concise instructions and help identify training opportunities for adjusters and qa team membersEssential job duties include but are not limited to:
Manage, develop and train qa specialists.
Ensure high level of technical claim file quality from team members.
Monitor and manage staff workloads.
Monitor, manage, and be accountable for qa key performance indicators and metrics.
Monitor client returns/request for corrections and response metrics are being achieved.
Review and/or collaborate files based on complexity or authority levels.
Provide feedback to field managers on adjuster performance.
Provide feedback to training on adjuster performance trends.
Support the development of training resources as a qa sme.
Review and streamline processes to ensure the quality assurance team is evolving through people, processes and technology.
Interact regularly with team members to ensure they are developing, challenged and satisfied with their roles and responsibilities.
Participate in or lead cross-functional projects to improve and evolve the syndicate way.
Must be able to work an irregular schedule, including nights and weekends as needed.
Must be willing to lead by example and assist the team in times of high volume.
Assist with departmental budgets and workforce planning.
Qualifications:
Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsRequirements:
Bachelor’s degree or equivalent industry experience.
Minimum 5 years’ experience in property and casualty claims review/examination or equivalent experience such as 5-10 years’ experience as a property and casualty adjuster or related construction industry experience.
Five year’s minimum experience with xactimate/xactanalysis estimating software.
Experience with symbility estimating software is a plus.
5+ years of previous quality assurance experience.
Construction and/or prior claim handling experience.
Experience working with varied client claim standards and practices.
Demonstrated ability to manage high volume workloads while prioritizing conflicting demands is essential.
Two (2) + years of experience leading a team (remote team experience preferred).
Required knowledge/skills:
Strong planning and organizational skills.
Strong interpersonal skills.
The ability to lead and provide direction.
Strong knowledge of field adjusting, including estimate writing, claim negotiating, construction techniques, damage recognition, and insurance coverages and practices.
Demonstration of sound judgment and strong decision-making skills.
Strong verbal and written communication skills.
Comprehensive knowledge of property and casualty claims practices.
Ability to multi-task and switch between tasks often without losing quality.
Computer literacy in microsoft word, excel and outlook.
Obtain any necessary licenses, certifications, or training as directed by the client or company to complete the responsibilities of the position.
Physical demands:
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the jobReasonable accommodation can be made to enable people with disabilities to perform the described essential functions.
While performing the responsibilities of the job, the employee is required to communicate through computer, phone and face to face interactionsThe employee spends close to 90% of their time sitting using their hands and fingers, to types (sending and responding to email communications).
The employee may occasionally be required to reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl (during possible field visits with field staff)Vision abilities required to perform this job include close visionThis document and content herein do not constitute an agreement or contract of employmentEmployment with syndicate claim services, incIs at-will to the extent allowed by federal and/or applicable state lawSyndicate claim services, incReserve the express right to eliminate this position from our organization structure or make changes at any time with or without prior notice as allowed by lawWork environment:
While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounterReasonable accommodations may be made to enable people with disabilities to perform the essential functions of the jobOffice employees:
The noise level in the work environment is usually quiet to moderateThe passage of employees through the work area is average and normalWork from home:
Employees are expected to work in a secure location to protect company dataAll employees with a remote work arrangement in which they consistently work from a location other than a syndicate office during part, or all, of their work schedule must have in their regular remote work location, access to secure, stable high- speed internet serviceThis requirement is subject to revision from time to time based on the requirements of syndicate’s systemsAdditional requirements: this is a full-time positionEmployees are expected to work a general schedule of 8 hours per day, 5 days per weekEmployees may be required to participate in on call rotations which include additional workdays beyond the general monday – friday schedule, and may include nights, week-ends and holidays.
