Operations Quality Assurance Analyst

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what’s best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Operations Quality Assurance Analyst

POSITION LOCATION

This position is available to Virginia residents as Richmond or Lynchburg, Virginia hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. In this role, you will apply your transaction quality assurance experience, critical thinking, analytical skills, to support the Quality Transaction team and partner with various areas within US Life to detect, monitor, and assist processing errors and work on quality initiatives, including quality reviews, quality objectives, quality training needs, corrective action reviews, quality accuracy, and overall process improvement for a variety of areas. You will provide quality reviews on completed transactions, including complex evaluation and root-cause analysis, as well as ensuring that they have been handled in accordance with the terms and provisions of the contract and servicing standards, with federal and state regulations, and Standard Operating Procedures. You will drive success of the Transaction Quality Team by recommending process improvements, analyzing accuracy of transactions, recognizing, and communicating trends, and staying updated on all procedural changes, as well as maintaining and building relationships with internal customers. You will provide a quality view on initiatives regarding legal, compliance, and risk topics in multiple areas of USLI.
 

What you will be doing

• Perform audits on transactions across USLI and meeting production and accuracy goals

• Delivering and presenting quality information and training in various team meetings, focus groups, pilots, and internal and external audit initiatives

• Review and compile information for review with multiple levels of leadership (including PowerPoint presentations, Excel Documents, Word Documents, etc.)

• Other duties as assigned (i.e., pilot groups/processes, research regarding processes, SOP reviews, meetings and leading meetings as assigned)

• Verify quality auditing standards follow and are in accordance with the terms and provisions of contracts, company standards, with federal and state regulations and Standard Operating Procedures

• Drive success of the Quality Assurance programs by recommending process improvements and recognizing and communicating trends

• Establish and maintain rapport with associates, leadership, and management, well as staying updated on procedural changes and maintaining knowledge of USLI transactions

• Influences all levels of the organization to support programs, projects, and over all processes

• Identifies process improvements to ensure better quality for customer experience and adherence to compliance, legal, and risk standards

• Acts as a change agent throughout the team

• Work to deadlines and work with multiple subject areas and priorities

• Meet attendance and company guideline requirements

What you bring

• Minimum 2 years’ experience in payment transactions

• Experience in Risk, Compliance, Legal, or Project Management

• LTC product knowledge and process knowledge of multiple transactions in USLI

• Ability to understand and interpret contract language and other relative information to determine the accuracy of covered services and its alignment as it relates to regulatory laws and internal processes

• Demonstrated ability to resolve conflict with strong interpersonal skills and ability to effectively and efficiently coach peers

• Excellent oral and written communication skills along with the ability to communicate and present to associates and varying levels of leadership

• Proven ability to work independently as well as network and develop relationships across the team in an effort to drive change to promote excellent service for our customers

• Ability to flex schedule to attend meetings outside of normal schedule when needed

• Ability to work in-office days when required

• Proven ability to set and meet aggressive goals through effective prioritization of work assignments, strong decision making, time management, and organizational skills

• High integrity, level of confidentiality necessary

• Strong analytical skills with a demonstrated ability to ensure controllership measures are effectively met

• Demonstrated PC/Technical Skills – Windows based mainframe experience, as well as MS Office Suite (i.e., Excel, Word, PowerPoint)

• Familiarity and proficiency with Genworth Systems (i.e., PEGA, CLOAS, Calypso, etc.)

• Experience developing training materials, documenting processes, and interpreting contract language and/or procedures

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives

• Comprehensive Healthcare Coverage

• Multiple 401(k) Savings Plan Options

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

• Disability, Life, and Long Term Care Insurance

• Tuition Reimbursement,  Student Loan Repayment and Training & Certification Support

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

• Caregiver and Mental Health Support Services