Senior Quality Assurance & Audit Analyst

Overview
The Senior Quality Assurance & Audit Analyst supports the Customer Service department by mitigating risk through assessments of several core processes and participating in other activities to help maintain and/or streamline our audit controls. These assessments will include reviewing data related to Mechanical and GAP claims authorizations and Phone Analysts' customer service delivery. Additional activities might encompass tasks related to QA analytics/reporting, Model Audit Rule (MAR) adherence, Critical Incident Plan maintenance, and other special projects.
The ideal candidate will exhibit exceptional quality standards with a keen eye for detail, excellent written and verbal communication, strong time-management, and feel comfortable working with associates at all levels of the organization. Additionally, this person must have the ability to analyze large amounts of data to identify trends and outliers and have the ability to evaluate and improve our QA processes and workflows.
Responsibilities:
Review Customer Service and claim-related activities in any or all of the following areas
Mechanical & GAP Claims: Ensure claims were settled and paid following policies & procedures.
Inbound/outbound Customer Phone Calls: Ensure customer service expectations and accuracy objectives were met
Assist in creating/running Quality Assurance related reports, providing data analysis and helping to identify trends Help maintain audit controls and narratives, evaluating department QA processes to identify improvement opportunities and assisting with the development of new methods. Work on special Quality Assurance, Audit, Analytical and Process Improvement projects as needed
Qualifications:

• Bachelor's degree in a financial or analytical field or equivalent work experience required.
• Demonstrated experience evaluating business processes to ensure compliance with policies and/or regulations.
• Proven success with analytics/reporting, leveraging formulas to consolidate large amounts of data into a streamlined report.
• Detail-oriented, organized, motivated self-starter with an aptitude for process improvement. Experience with tools and techniques such as Six Sigma, Lean Practitioner, and/or Kaizen a plus.
• Positive, highly focused, and capable of working with minimal supervision. This includes being able to prioritize daily and monthly objectives independently while ensuring timelines are being met.
• Excellent communication skills with the ability to speak effectively to associates at all levels of the organization.
• Technology savvy with an ability to quickly grasp and adapt to new systems and troubleshoot issues. Experience in Microsoft applications with an emphasis on Excel. PowerBI and Power Automate experience a plus.
• Strong business acumen and knowledge of JM&A products and applications (SalesForce, Service Now, Cognos, SharePoint, and Mainframe) preferred.
• Bilingual (English/Spanish) a plus

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JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family's Talent Acquisition department at talentacquisition@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.