What are the responsibilities and job description for the Quality Assurance Analyst position at LotSolutions, Inc.?
Job Description
Job Description
The Quality Assurance Analyst will support the mission of the Quality Team : to ensure the highest standards of customer experience and operational efficiency within the claims department. This role will train new hires and conduct refresher training and cross training. This position is also responsible for developing interactive training material and quality review processes to drive continuous improvement, performing quality reviews of tasks and customer service calls on a predefined schedule, and effectively coaching associates in areas of development.
Minimum Qualifications :
High school diploma or equivalent.
At least 5 years of relevant experience.
Primary Job Functions :
Conducts interactive new hire training and works closely with new hires throughout their first month to help them develop the necessary skills for success.
Develops and conducts refresher training and cross training for current associates.
Serves as a nurturing leader and role model for new hires and current associates alike.
Collaborates with team members to develop initiatives and updates to existing processes.
Assesses associates and completes performance evaluations with recommendations.
Prepares quality review schedules and publishes results to Business Leaders.
Facilitates calibration meetings with Business Leaders.
Creates and maintains documents such as training presentations and materials, standard operating procedures, and shared reference guides for associates.
Reports on and analyzes trends in audit errors and coaching opportunities, developing refresher training to address gaps.
Communicates process changes to associates promptly.
Creates high-level presentations for upper management with overviews of current business processes and needs.
Effectively resolves escalated issues brought to our attention by clients and customers.
Assists with administrative tasks or other team tasks as needed.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Skills & Competencies Required :
Excellent verbal and written communication skills.
Ability to communicate complex concepts and facilitate a positive learning environment.
Positive attitude and willingness to contribute to team tasks to promote a cohesive team environment.
Demonstrates a growth mindset by embracing opportunities to learn and improve while also bringing new ideas to the table.
Self-starter with a flexible attitude and the ability to handle multiple tasks and priorities.
Solid customer service focus and good telephonic manner, demonstrating genuine care.
Strong attention to detail.
Excellent problem-solving skills and innovative thinking.
Ability to develop and motivate staff.
Ability to thrive in a fast-paced, rapidly changing, high-volume work environment.
Dependable and committed, able to set, satisfy and exceed targets.
Bilingual in English and Spanish, preferred.
Proficient in Microsoft PowerPoint and Excel, preferred.
Additional Information :
Full benefit package including medical, dental, life, vision, company paid short / long term disability, 401(k), tuition assistance and more.
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