What are the responsibilities and job description for the Operations Quality Assurance Analyst position at Genworth?
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
What you bring
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.
