Business Optimization Quality Assurance Analyst
F&G
Job highlights
Summary
Join F&G as a Business Optimization Quality Assurance Analyst and ensure front-line teams have every opportunity for success. You will oversee quality review processes and the quality of Business Optimization delivery activities, including change enablement, training, and knowledge management. As a trusted advisor, you will manage and resolve QA disputes, address training needs, and provide functional expertise. You will coordinate various efforts within Business Optimization, build strong relationships, and optimize operating efficiencies. This role reports to the QA Manager and involves collaboration with multiple teams to ensure compliance and high-quality deliverables. The position offers a flexible work environment with options for in-office, hybrid, and remote work arrangements.
Requirements
- Bachelorโs degree or equivalent experience
- 2+ yearsโ experience in quality assurance or auditing
- 2+ years of insurance industry-specific experience in their assigned area
- Experience with the implementation of coaching programs
- Knowledge of tools, concepts, and methodologies of QA
- Demonstrates high critical thinking and reasoning skills with strong attention to detail
- Analytical and conceptual thinker
- Strong verbal and written communication skills with people at all levels of the organization
- Demonstrated success in influencing culture to generate sustainable improvements
- Possess robust business analysis, facilitation, and organizational skills
- Elevated level of expertise with Microsoft Office, VISIO, and SharePoint
- Ability to translate copious amounts of data into useful information and actionable items
- Strong computer skills
- Knowledge of Life and Annuity Insurance regulatory requirements
- Regular and punctual attendance
Responsibilities
- Oversight of all QA activities within assigned business area
- Administers random evaluations of external evaluators and operations team members to determine quality compliance, working with the compliance and legal departments as needed
- Support Retail and external teams with calibrations
- Executes sampling procedures for collecting, recording, monitoring, and reporting quality data as requested by the QA Manager
- Prepare required monthly trend reports to communicate outcomes of quality evaluations
- Ensures adherence to identified quality plans
- Assures all sample collections are per documented requirements
- Manages and resolves all QA disputes within assigned business area. Evaluates and adjudicates QA evaluation disputes
- Partner with leadership and teams to provide coaching plans from evaluations
- Tracks and reports on the implementation of coaching actions
- Provide QA support for complaint investigations review
- Investigates and resolves any training or document opportunities related to an identified QA issue. Recommends developing strategies and processes to improve Business Optimization support in respective areas
- Optimize operating efficiencies with qualitative and quantitative measures, employing innovative problem-solving to ensure high-quality deliverables and implement change
- Serve as functional SME for assigned business area
- Monitor state regulations regarding changes that may affect processing requirements coordinating with IT, Legal, Compliance, Training, etc., to ensure compliance
- Uses expert knowledge to train new and transferring team members on specific skill-based actions required of their role
- Supports Training and Knowledge Management efforts to ensure training and documentation meet compliance standards
- Coordinates efforts to include Change Enablement, Training, Knowledge Management, Continuous Improvement, and QA actions
- Partner with the Operations Implementation team to ensure process changes are accomplished and establish proper monitoring capabilities
- Ensures collaborations between Business Optimization and Retail Marketsteams occur
- Partner with the Continuous Improvement team to ensure process changes are accomplished
- Collaborates with Training and Knowledge Management teams to ensure proper revisions of SOP and training documentation are complete after process change activities
- Aids Training, Knowledge Management, and QA team in testing and reviewing created materials
- Supports all survey and reporting activities for the CI team relating to their area of responsibility
- Build solid and reputable relationships across the organization
- Perform other functions, duties, and projects as assigned
Preferred Qualifications
Some travel may be required (less than 10%)
Benefits
In-office, hybrid and remote work arrangements
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