Reliable Reports, Inc.

JOB DESCRIPTION

DEPARTMENT:Quality Assurance

REPORTS TO:SVP of Field Operations & Safety

RESPONSIBILITIES:

Builds and maintains best practices for thequality assurance department to profitably fulfill business objectives. Developsand implements training strategies, policies, and procedures for the efficient planning,distribution, completion, and processing of work. Conducts training sessions toimplement and reinforce best practices. Oversees and leads the qualityassurance and training departments. Proactively monitors and improves performancelevels of direct and indirect reports and provides management reportinginformation. Assures client expectations for service and quality are met forall product lines.

KEY SKILLS: Leadership &vision, communication, organizational development, financial acumen, processimprovement, and problem solving.

DUTIES:

• Confer with management, supervisors, and employees to gain knowledge of work processes and situations requiring training; to better understand changes in policies, procedures, regulations, business initiatives, and technologies.
• Direct and assist management and supervisors to improve work procedures to maximize efficiency, quality, time service, and profitability. 
• Manage the corporate quality assurance and training programs.
• Lead and support the quality assurance department. Responsible for sourcing, hiring, developing, and disciplinary actions of all subordinate personnel.
• Actively seek input for key business decisions and provide sound business advice and allocation of useful resources.
• Implement, execute, manage and follow up on operational strategies that improve quality, time service, productivity, and profitability.
• Collaborate and work in conjunction with all departments for overall growth and success of the field operations and quality assurance teams.
• Projects and practices consistent ownership attributes which provide a high level of customer service to all points of contact.
• Develop and create strategies and policies aligned with organizational goals.
• Drive detailed operational processes that have a positive financial impact on the business.
• Monitor and analyze daily, weekly, and monthly reports to make independent decisions on the success level of the field operations and quality assurance teams.
• Maintain a culture of constant improvement in the areas of productivity, time service, quality, and expenses.
• Performs other job-related duties as assigned.

REQUIREMENTS:

• Strong financial/math acumen, analysis/problem-solving, negotiation and influencing skills.
• Ability to handle multiple tasks within a constantly changing and demanding environment.
• Mastery-level skill with Microsoft computer skills i.e. Word, PowerPoint, Excel, and Outlook.
• Bachelor’s Degree or equivalent in certifications and experience.
• Excellent organizational, interpersonal and communication skills (written and verbal). Ability to speak and write effectively. Lead calls and meetings, write emails and reports using distinctive style. Able to communicate clearly and effectively with direct reports, peers, and leadership.
• At least 3 years of field operations management experience or equivalent.
• Required travel of approximately 10% based on business need.
• General understanding of insurance underwriting.