Quality Assurance Specialist III

HUB helps businesses and individuals prepare for unexpected events, offering advocacy and tailored insurance solutions that give clients control over what matters most.

This position is responsible for quality control to ensure broker standards are being met.

• 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 monitoring of any performance improvement plans.
• Work with the P&C Practice Leader, SVP and VP of Operations, Service Operations Managers, Team Leaders, Director of Agency Bill 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 company may have a need for improved performance and productivity by an individual, team or process. Ensure broker service standards are being met and, if not, provide 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. Identify additional training needs of all employees for standards, EPIC, and workflows. In addition, recommend areas of improvement needed in workflows and standard operating procedures.
• Perform internal audits and send to 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. 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 experience in 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 for 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 is considered a subject‑matter expert (SME) in these areas.

The employee is regularly required to sit, use hands, fingers, and speak or hear. Occasional lifting or moving up to ten pounds is required. Close vision on a computer monitor is essential. Reasonable accommodations may be made for individuals with disabilities.

The expected salary range for this position is $81,000 – $85,000, depending on geographic location and other factors such as skills and experience.

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws.