Customer Service Quality Assurance Analyst

Customer Service Quality Assurance Analyst

Continental General - Austin, Texas

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, great culture, and a relaxed environment. This position allows for a hybrid work environment. Join our team to help make a difference in the lives of others!

About Continental General

Headquartered in Austin, Texas, Continental General was incorporated as a life, accident & health insurance company in 1961. Our family of companies and strategic partners provide administrative services to over 100,000 policyholders. We are committed to the continuous development of our infrastructure, processes, and our people. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

ESSENTIAL JOB FUNCTIONS

• Responsible for all user testing/signoff for Customer Service projects, insourcing, system upgrades, conversions and any other functions requiring testing/validation.

• Oversee the duplicate policy process including approvals to ensure required SLA’s are consistently met.

• Provides support to teams outside of or within the department in areas requiring specialized skills or knowledge by providing timely resolution/response.

• Responsible for assisting with the rate increase letter testing and signoff.

• Maintains extensive product knowledge to confirm, test or validate complex information for products and/or product features.

• Maintains extensive knowledge of policies and procedures and understanding of the business and organization.

• Assist the department supervisor with various department projects or tasks.

• May perform quality audits on queue work processed for the department and communicate audit findings as necessary.

• Provides guidance, assistance and training to lower-level positions as needed as well as serves as a resource for other functional areas.

• Comply with HIPAA regulations.

• Perform other duties as assigned.

Note: Applicants must be authorized to work for a U.S. employer without sponsorship. We are unable to sponsor or take over sponsorship of an Employment Visa at this time or at any time in the future.

Education: High School Diploma or equivalent.

Field of Study:

Experience: 5 or more years related experience. As appropriate for line of business, insurance licensure and / or certifications may be required.

Scope of Job: Performs work under minimal supervision. Demonstrates technical knowledge with a variety of the field's concepts. Demonstrates proficient knowledge of company products and / or services and various business systems used to perform job functions. Relies on experience and judgment to plan and accomplish goals. Works within broad limits with latitude and authority on complex assignments.