CRC Benefits - Regional Quality Lead - Employee Benefits (Hybrid)

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

The Regional Quality Lead is a key role responsible for leading the quality assurance efforts across service operations. This individual will monitor performance, drive process improvements, address issues, develop best practices, and ensure high levels of customer service and operational efficiency. The ideal candidate is highly analytical, collaborative, and passionate about service excellence.

Our employees work a hybrid schedule so successful candidates must live close enough to one of our offices to work in office weekly. On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you’re part of the team while also enjoying the convenience of working from home.

At CRC Benefits (formerly BenefitMall), an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. Our culture is based on corporate values that focus on inclusion, trust, collaboration, and innovation to help us build a bright future. As a result of listening to our employees, CRC Benefits has earned a Top Workplaces USA award three years in a row based solely on employee feedback and insight! If you want to work for a company where employees are valued and growth is encouraged, CRC Benefits could be the place.

KEY RESPONSIBILITIES

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

• Quality Assurance Oversight:
  • Lead QA initiatives for service operations teams by developing and implementing quality monitoring standards and procedures.
  • Conduct audits of work performed by customer service, processing, and support teams to ensure accuracy and compliance with policies.
  • Drive issue resolution when production issues arise.
  • Provide actionable feedback and partner with team leads to improve performance outcomes.
• Reporting & Performance Analytics:
  • Develop and maintain dashboards and reports that track key operational metrics and quality trends.
  • Analyze data to identify patterns, root causes of issues, and areas for improvement.
  • Present insights and recommendations to leadership and cross-functional teams.
• Best Practice Development:
  • Collaborate with service leaders to identify and document standard operating procedures and best practices.
  • Facilitate knowledge sharing and training to ensure consistent execution across teams.
• Process Improvement:
  • Evaluate end-to-end service processes and identify opportunities to streamline workflows, reduce errors, and improve turnaround times.
  • Partner with stakeholders (e.g., IT, training, operations leaders) to implement enhancements and track results.
• Interdepartmental knowledge sharing and partnership:
  • Actively engage with peers across various business units to exchange insights, align on shared goals, and collaboratively identify and apply best practices that enhance efficiency and consistency across functions.
     

EDUCATION AND EXPERIENCE

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree or equivalent work experience in Business, Operations, or a related field. (required)
• 5+ years of experience in operations, quality assurance, or process improvement roles—preferably in the insurance, benefits, or financial services industry (required)

CERTIFICATIONS, LICENSES, REGISTRATIONS

• None

FUNCTIONAL SKILLS

• Proven track record of analyzing service data, building reporting tools, and driving operational change.
• Excellent written and verbal communication