Quality Assurance Analyst

Job Title: Quality Assurance Analyst

Job Type: FT - Remote

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees.We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services.With a 97% client retention rate, we continue to grow our footprint across the US.

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Quality Assurance Analyst is responsible for continuous process improvement and overall Quality Assurance for the firm. This position translates firm strategy into efficient system outcomes and plays an active role in system development to help continue to build and strengthen the firm’s reputation. This role interprets our system capabilities and our services for client’s best use and communicates this to Account Managers. The Quality Assurance Analyst reports to the Quality Assurance – Team Leader.

What You’ll Do

• Maintain necessary technical IRS Code and general employee benefit knowledge regarding Flexible Spending Accounts, Cafeteria Plans, Health Reimbursement Arrangements, HSA Administration, Commuter Benefit Accounts, COBRA, and Direct Reimbursement models.
• Initiate and implement quality improvement activities as appropriate to raise the performance of the firm’s service lines.
• Interact with Account Managers to identify opportunities to improve Quality Assurance of the firm. Educate and train employees as to their impact on the Quality Assurance of the firm.
• Develop, implement, manage, and integrate new quality management systems.
• Serve as the primary quality control resource for problem identification, resolution, loss reporting and continuous improvement.
• Support firm growth and improvement by participating in design development and projects relating to Quality Assurance.
• Design, implement, and document procedures for process control, process improvement, and testing.
• Establish and implement metrics and monitoring systems to enable team leaders to make sound service quality decisions.
• Perform root-cause analysis and other problem-solving activities to identify effective corrective actions and process improvements.
• Perform file testing and loading functions for multiple plans for all external clients.
• Establish collection and analysis systems of statistical data to predict trends that will affect improvement of service quality.
• Manage internal and external quality audits and report to QA Team Leader on quality issues and trends.
• Create, manage, and improve the training platform at the firm on an ongoing basis.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Who You Are

• Preferred, a graduate of a Bachelor’s degree with a degree in Industrial engineering, statistics, math, or data engineering but not required.
• Experience in benefits management, customer service or account management related field preferred but not required.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Experienced with Microsoft Excel.
• Able to confidently use independent judgment and expertise to manage groups.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills.
• Someone with the ability to process and manipulate data in a variety of formats while ensuring accuracy and data integrity.
• Able to perform this job successfully and grow into managing significant client relationships.
• An individual that understands the value of providing a high level of customer service.

Work Environment

Our standard hours company wide are 8:30am-5pm ET with a 1hr lunch. Managers can approve of a different working schedule. This role can be fully remote, in office, or can operate in a professional hybrid office environment . This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At Flores, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – Flores offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

Flores & Associates is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.