Business Optimization Quality Assurance Analyst

F&G is looking to hire for a Business Optimization Quality Assurance Analyst

The Business Optimization Quality Assurance Analyst’s primary responsibility is to ensure the front-line teams are getting every opportunity for success by overseeing the Quality review process as well as the quality of the Business Optimization delivery activities (Change enablement, Training, Knowledge Management (KM), Continuous Improvement, and QA). As a critical member of the Business Optimization organization, the Quality Assurance Analyst will coordinate project-based needs and will be the point of engagement between QA and their assigned functional area

The Business Quality Assurance Analyst role reports to the Quality Assurance (QA) Manager. This individual will serve as a trusted advisor in managing and resolving QA disputes, addressing training or documentation needs linked to QA trends, providing functional subject matter expertise for their assigned business area, coordinating various efforts within the Business Optimization delivery activities, and establishing robust and trustworthy relationships across the organization.

Duties and Responsibilities

• Oversight of all QA activities within assigned business area
  • Administers random evaluations of external evaluators and operations team members to determine quality compliance, working with the compliance and legal departments as needed.
  • Support Retail and external teams with calibrations.
  • Executes sampling procedures for collecting, recording, monitoring, and reporting quality data as requested by the QA Manager.
  • Prepare required monthly trend reports to communicate outcomes of quality evaluations.
  • Ensures adherence to identified quality plans.
  • Assures all sample collections are per documented requirements.
• Manages and resolves all QA disputes within assigned business area.
  • Evaluates and adjudicates QA evaluation disputes.
  • Partner with leadership and teams to provide coaching plans from evaluations.
  • Tracks and reports on the implementation of coaching actions.
  • Provide QA support for complaint investigations review.
• Investigates and resolves any training or document opportunities related to an identified QA issue.
  • Recommends developing strategies and processes to improve Business Optimization support in respective areas.
  • Optimize operating efficiencies with qualitative and quantitative measures, employing innovative problem-solving to ensure high-quality deliverables and implement change.
• Serve as functional SME for assigned business area
  • Monitor state regulations regarding changes that may affect processing requirements coordinating with IT, Legal, Compliance, Training, etc., to ensure compliance.
  • Uses expert knowledge to train new and transferring team members on specific skill-based actions required of their role
  • Supports Training and Knowledge Management efforts to ensure training and documentation meet compliance standards.
• Coordinates efforts to include Change Enablement, Training, Knowledge Management, Continuous Improvement, and QA actions
  • Partner with the Operations Implementation team to ensure process changes are accomplished and establish proper monitoring capabilities
  • Ensures collaborations between Business Optimization and Retail Marketsteams occur
  • Partner with the Continuous Improvement team to ensure process changes are accomplished
  • Collaborates with Training and Knowledge Management teams to ensure proper revisions of SOP and training documentation are complete after process change activities
  • Aids Training, Knowledge Management, and QA team in testing and reviewing created materials
  • Supports all survey and reporting activities for the CI team relating to their area of responsibility
• Build solid and reputable relationships across the organization

Experience and Education Requirements

• Bachelor’s degree or equivalent experience
• 2+ years’ experience in quality assurance or auditing
• 2+ years of insurance industry-specific experience in their assigned area
• Experience with the implementation of coaching programs

Knowledge, Skills & Abilities

• Knowledge of tools, concepts, and methodologies of QA
• Demonstrates high critical thinking and reasoning skills with strong attention to detail
• Analytical and conceptual thinker
• Strong verbal and written communication skills with people at all levels of the organization
• Demonstrated success in influencing culture to generate sustainable improvements.
• Possess robus