Quality Assurance Specialist III

Overview

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the world’s largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one‑of‑a‑kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

This position is responsible for quality control to ensure broker standards are being met. Each Quality Assurance Specialist will have a specific area of responsibility, including auditor duties, support services (Patra, I‑support), EPIC data analysis, report generation, SharePoint management, account transition desk, leading projects, and licensing/surplus lines.

• 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 monitor any performance improvement plans.
• Work with the P&C Practice Leader, SVP, VP of Operations, Service Operations Managers, Team Leaders, Director of Agency Billing 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 the company may need improved performance and productivity by an individual, team or process. Ensure broker service standards are being met and, if not, provide a 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, and recommend areas of improvement needed in workflows and standard operating procedures.
• Perform internal audits and send them to the 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. Be 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.

• Degree, certification or equivalent experience strongly preferred.
• P & C Insurance Producer License required.
• Strong EPIC & Patra procedure knowledge.

• Five or more years of experience in insurance or analysis in another industry.
• Enthusiasm: must be team‑oriented, positive, highly energetic and results‑oriented.
• Conscientiousness: must maintain and achieve a high standard of professional and personal excellence.
• Demonstrated independent judgement and decision‑making.
• Strong organizational skills with the ability to multi‑task and prioritize, for self as well as others.
• Proactive approach to problem‑solving.
• Effective oral and written communication and interpersonal skills.
• Accepts responsibility for own actions; reacts well under pressure, follows through on commitments with the ability to meet deadlines in a timely and efficient manner.
• Overall proficiency with hardware, software systems and computer literacy.
• Knowledgeable of HUB’s processes and considered an SME in these areas.

While performing the duties of this job, the employee is regularly required to sit; use hands, fingers, and talk or hear. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision on a computer monitor. Reasonable accommodations may be made to enable individuals with disabilities to perform the…