Quality Assurance Specialist

Quality Assurance Specialist

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' 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 the broker standards are being met.

Each Quality Assurance Specialist will have a specific area of responsibility, including: auditing, including broker standard audits; support services (Patra, I-support); EPIC data analysis; report generation;
SharePoint management; account transition desk; leading projects; and, licensing/surplus lines.

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

• Partners with employees, managers, and leadership across all levels to provide guidance, coaching, and operational direction, especially in the utilization of third-party resources — building trust as a collaborative resource for answers, process clarity, and day-to-day support.
• Creates, maintains, and monitors adherence to standard operating procedures, workflows, and organizational standards — ensuring consistency, accuracy, and accountability across the region.
• Actively participates in special project groups, bringing together diverse perspectives to deliver meaningful operational improvements with lasting impact.
• Presents at regional service meetings across Alaska, Washington, and Oregon — delivering clear, confident, and engaging communication on process improvements, training updates, and operational initiatives.
• Identifies training and development needs across the organization through observation, collaboration, and internal audits — recommending improvements to workflows and standard operating procedures as opportunities arise.
• Performs internal audits and share findings with appropriate leadership to ensure quality control of procedures, workflows, and operational communications. Provide feedback on service issues, training gaps, and opportunities to improve performance at the individual, team, or process level — escalating findings to appropriate manager or leader with thoughtfulness and context.
• Initiates and supports change requests to EPIC; maintain working knowledge of the ticketing process and submission requirements

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 an subject-matter expert (SME) in these areas

The physical and environmental demands described here are representative of those that must be met by an employee to…