Quality Assurance Specialist III

About the role

This position is responsible for quality control to ensure the broker standards are being met. Each Quality Assurance Specialist will have a specific area of responsibility, including: Auditing, including broker standard audits; support services (Patra, I-support); EPIC data analysis; report generation; SharePoint management; account transition desk; leading projects; and, licensing/surplus lines. DUTIES & RESPONSIBILITIES: The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload. Provide Team Leaders, SOMs, Directors and VPs information and reports to identify training needs, complete internal audits, review work and timelines, assist with accountability of broker standards and workflows and monitoring of any performance improvement plans. Work with the P&C Practice Leader, SVP and VP of Operations, Service Operations Mangers, Team Leaders, Director of Agency Bill Specialists, and others to assist with implementation of projects, procedures, and directives. Represent the Quality Assurance team to other teams from time to time. Provide feedback regarding service issues, training, or areas where company may have a need for improved performance and productivity by an individual, team or process. Ensure broker service standards are being met and, if not, provides report to the Director of Quality Assurance & Compliance. Assist Team Leaders and SOMs with their responsibilities and accountabilities for their team by providing information or details needed to ensure accuracy and appropriate use of EPIC. Identify and report additional training needs by completing internal audits of employees' work. Identify additional training needs of all employees for standards, EPIC, and workflows. In addition, recommend areas of improvement needed in workflows and standard operating procedures. Perform internal audits and send to Director of Quality Assurance and/or VPs, SOMs and Team Leaders as appropriate to ensure quality control of procedures, workflows and communication to clients. Provide needed information to the Sr. VP and VP Operations for the Service Staff Incentive. Initiate and support change requests to EPIC. Knowledgeable on how to input tickets. Regularly participate in or lead projects to improve internal processes as well as individual issues, including sensitive/confidential projects.