Senior Quality Assurance Coordinator

The Senior Quality Assurance Coordinator is a recognized leader who is responsible for the assessment of risks and quality in accordance with the mission and strategic goals of the organization. They conduct quality audits/reviews to assure service, accuracy and adherence to internal and external standards, regulations, and compliance.

They are self-directed and responsible for performing risk management tasks with little to no guidance. The Senior Quality Assurance Coordinator is responsible for ensuring that products and processes meet established quality standards. Demonstrates proficiency in navigating and understanding in depth functions of the core systems (UniTrac, Refund ) including Lender Maintenance and loan or transaction histories. The Senior Coordinator will locate employee errors, compile and analyze the results. They are responsible for recommending strategic plans, policies and procedures so quality improvement efforts will meet or exceed internal and external customers’ needs and expectations. The Senior Quality Assurance Coordinator also plays a key role in resolving quality-related issues, communicating with stakeholders, and providing training to team members to uphold quality standards throughout the organization. Strong attention to detail, analytical skills, and a thorough understanding of quality management principles are essential for success in this role.

Job Duties And Responsibilities

Perform Audits, Assessments, and Reviews (50%)

• Vehicle Insurance Tracking and CPI: Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to: Risk Management Service Center (Inbound Call, Chat, Outbound Call, CPI Cancel, LA Task, CEC) and Document and Data Management (Insurance Processor, UTL Processor). Perform Automation and Lender Level Audits each month in areas including, but not limited to: Inline QC (AWV and Past Due Premium) and Lender Special Request. Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited. Responsible for locating employee, system and external missed opportunities and recommending preventative solutions. Communicate high risk impacts, findings and/or observations to other areas of Quality Management including Ops Risks and Controls, Claims & Recovery QA, and Business Solutions Management to determine corrective action required/needed. Assist Quality Management in fulfilling client due diligence and audit requests as needed.
• Refund : Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to: Refund (Examiners). Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited. Communicate high risk impacts, findings and/or observations to other areas of Quality Management including Ops Risks and Controls, Claims & Recovery QA, and Business Solutions Management to determine corrective action required/needed. Assist Quality Management in fulfilling client due diligence and audit requests as needed.
• Real Estate Insurance Tracking and LPI: Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to: Risk Management Service Center (Inbound Call, Chat, Outbound Call, CPI Cancel, LA Task, CEC) and document and Data Management (Insurance Processor, UTL Processor). Perform Lender Level Audits each month in areas including, but not limited to: Inline QC (AWV, Past Due Premium) and Lender Special Request. Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited. Responsible for locating employee, system and external missed opportunities and recommending preventative solutions. Communicate high risk impacts, findings and/or observations to other areas of Quality Management including Ops Risks and Controls, Claims & Recovery QA, and Business Solutions Management to determine corrective action required/needed. Assist Quality Management in fulfilling client due diligence and audit requests as needed.
  
  

Performs Audits, Assessments, and Reviews of above as well as at least one of the following:

• EZ Claim- Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to: Claims & Recovery (Total Loss Assistance, EZ Total Loss, EZ GAP, EZ Claim Investigator, EZ Claim Set Up). Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited. Communicate high risk impacts, findings and/or observations to other areas of Quality Management including Ops Risks and Controls, Claims & Recovery QA, and Business Solutions Management to determine corrective action required/needed. Assist Quality Management in fulfilling client due diligence and audit requests as needed.
• Escrow- Responsible for identifying and collecting transactional volumes, sample sizes, and population subsets to determine the employees requiring audit activity and results for the month. Perform Employee Quality Audits each month in areas including, but not limited to: Risk Management Service Center (Inbound Call, Outbound Call, Escrow Task and Document, Escrow Payment Coordinator). Perform Lender Level Audits each month in areas including, but not limited to: Inline QC (Escrow Premium Due VOW) and Lender Special Request. Responsible for reviewing, analyzing, and identifying high risk defects associated with the overall operational process activity being audited. Responsible for locating employee, system and external missed opportunities and recommending preventative solutions. Communicate high risk impacts, findings and/or observations to other areas of Quality Management including Ops Risks and Controls, Claims & Recovery QA, and Business Solutions Management to determine corrective action required/needed. Assist Quality Management in fulfilling client due diligence and audit requests as needed.
• Compliance- Perform audits each week/month to ensure regulatory and compliance guidelines are met, including but not limited to: Notice Certificate Review, Exposure Review, Flood Non-Compliance Prevention, SFHA Flood Zone Change, Private Flood Review, and Flood Insurance Impaired. Proactively locate issues relating to regulatory compliance; communicate audit findings to business unit leadership. Responsible for locating employee, system and external missed opportunities and recommending preventative solutions. Communicate high risk impacts, findings and/or observations to other areas of Quality Management including Ops Risks and Controls, Claims & Recovery QA, and Business Solutions Management to determine corrective action required/needed. Assist Quality Management in fulfilling client due diligence and audit requests as needed.
  
  

Data Integrity and Workflow Management (35%)

• Analyze audit findings to recognize high risk defects and quality events to communicate findings with impacted stakeholders to ensure they are fully assessed.
• Create and maintain databases of results to monitor trending and identify reoccurring defects.
• Utilize quality monitoring program to compile and track performance at an individual and department level.
• Review results to determine prevalence across RMO employees/business areas to make results-driven recommendations on improvement of client experience.
• Participate and collaborate with relevant business unit leadership to provide guidance on corrective actions including audit results, risk exposure, recommended changes, and designated expertise to develop strategies and eliminate future risks and quality events.
• Recognize and recommend process improvements based on audit findings and best practices.
• Involved in testing and calibration with development teams prior to the implementation and deployment of new automations; document and report detailed results to the applicable system developers.
• Provides training and mentoring to new and existing team members.
• All documents and requests received from Legal and Compliance are promptly reviewed for appropriate action and necessary steps to be taken.
• Compile monthly and/or quarterly audit findings based on lender and/or audit type.
• Create content for read out reports to internal stakeholders impacted parties to provide at-a-glance and up to date audit data.
• Distribute read out reports to internal stakeholders and field personnel for distribution to client contacts.
• Monitor Vendor audit results and calibrate as needed to ensure quality standards are met and maintained.
  
  

Operational Procedure Maintenance (15%)

• Designated Subject Matter Expert with the assigned business areas with the change management review of policies and procedures based on emerging risks, regulatory compliance oversight and business objectives. Identify gaps, inconsistencies, and deviations from documented procedures. Provide recommendations for updates and improvements to documentation to maintain accuracy and relevance. Provide training and resource tools to end users. Identify, create, and communicate tips and alerts to proactively mitigate risk potential. Provide analytical responses to procedure and process questions and effectively articulates key points.
  
  

Qualifications (Education, Experience, Certifications & KSA)

• High school diploma or GED required; Associate’s degree preferred.
• 3-4 years of work-related experience required.
• P&C License Preferred – as determined from a leadership standpoint to be obtained within 6 months of hire date
• Bilingual – optional
• Basic knowledge of principles in auditing and Quality Assurance
• Ability to organize and analyze data including proficiency in Microsoft Excel
  
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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