Quality Assurance Representative

Position Summary

The Quality Assurance Representative is responsible for ensuring compliance with industry regulations and company policies by reviewing insurance policies, documentation, and processes. The role conducts audits and implements monitoring programs to assess the performance of customer service representatives, underwriters, and claims processors. They stay updated on industry regulations, generate performance reports, and collaborate with teams to address concerns and implement improvements.

Location:

Chicago - Illinois - WackerHunt Valley - Maryland

What will your job entail?

Responsibilities

• Conducts regular audits of insurance processes, claims, underwriting, and customer interactions to identify areas for improvement and ensure accuracy.
• Administers quality monitoring programs to assess the performance of customer service representatives, underwriters, and claims processors.
• Ensures quality assurance procedures are in alignment with industry best practices and regulatory requirements.
• Reviews insurance policies, documentation, and processes to ensure compliance with industry regulations and company policies.
• Addresses customer complaints related to the quality of service, ensuring prompt resolution, and preventing recurrence. Conducts root cause analysis for identified quality issues, working with relevant departments to implement corrective actions.
• Stays updated on industry regulations and changes, ensuring that all insurance operations adhere to legal requirements.
• Maintains accurate records of quality assessments, audits, and improvement plans, ensuring documentation follows industry standards.
• Generates regular reports on quality performance metrics, presenting findings to management and suggesting strategies for improvement.
• Evaluates customer interactions, including calls, emails, and other communication channels, to ensure a high standard of service and compliance with company guidelines.
• Utilizes technology tools and systems to streamline quality assurance processes, automate assessments, and enhance overall efficiency.
  
  

Work Experience

• Minimum of 1 year of work experience in Business Operations or Quality Management in Insurance Industry.
  
  

Education

• Bachelor’s degree required; Business Administration, Quality Management, Business Operations preferred. Any other related discipline or commensurate work experience considered.
  
  

Licenses & Certifications

• Prescribed: NA
• Preferred: Certified Quality Auditor (CQA)
  
  

Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.

How We Support Our Teammates

Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.

The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The base pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at [email protected]

The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.