Quality Auditor

Chubb Benefits is seeking a Quality Auditor to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY: 

This position is responsible for measuring adherence to operations best practices in order to ensure effective customer experience handling while also identify specific learning or training opportunities and reduce financial leakage.  The position serves as a primary resource to conduct target risk-based audits, which drive improved quality assurance, customer experience, policy retention, and sales. This resource will also support other Global Risk Management led quality audits and risk management functions, where needed.

RESPONSIBILITIES: 

• Conduct monthly audits of contact center, premium processing and other operational functions  

• Identify accurate results at the individual, unit, and department levels. 

• Maintain QA database with results identified for monthly and quarterly quality metric reports. 

• Provides Senior Management with detailed documentation to evidence these findings. 

• Provides effective communication with management regarding trends and recommendations for training to support adherence to claims best practice outcomes. 

• Consult with other departments (e.g. Legal and Compliance), internal and external auditors as required to assess information and audit findings.

• Assist with audit and examination request on an as needed basis.

• Support recertification efforts on a quarterly basis.

• Other activities assigned by management.

Qualifications

COMPETENCIES:

• Quality and customer centric orientation
• Analytical with excellent decision-making skills
• Strong attention to detail
• Prior experience in a fast paced, production environment
• Excellent oral and written communication skills
• Self-starter
• Ability to work independently with minimum direct supervision

SKILLS/EXPERIENCE: equivalent

• Able to learn and quickly apply technical knowledge to insurance products and practices.
• Ability to use MS Office, Excel, Access, Power BI, and web-based applications. 
• Windows based PC knowledge
• Experience with PC based online claim processing systems and/or imaging systems helpful.