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National General Insurance

National General Insurance

Quality Control Technician

Mesa, AZ
Full Time
Paid
  • Responsibilities

    PRIMARY PURPOSE:

    Perform quality assurance (QA) audits within area of responsibility by analyzing complex operational systems, evaluating performance trends and generating comprehensive summary reports for the business unit, National General Lender Services clients, and the quality team, in order to align performance with corporate guidelines and regulatory requirements

    ESSENTIAL DUTIES AND 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.

    • Perform quality assurance audits as directed by management, and within established production and accuracy standards
    • Complete regular and ad-hoc QA requests, building and maintaining relationships with business leaders and team, providing accurate information and communicating operational changes to assist programs in achieving performance metrics
    • Align client objectives with internal QA goals by understanding scope of customer needs and identifying procedural flexibilities to achieve client requirements and maintain QA objectives
    • Implement updates to policies and procedures by monitoring fluctuations in industry trends, tracking customer needs, foreseeing potential impacts to products and services and participating in cooperative work groups to ensure compliance with changing regulations and standards
    • Build and enhance individual development and skill-set by seeking educational opportunities, participating in available training and researching innovative technology and methodologies to provide strong departmental support
    • Inform management within area of responsibility by compiling data, reviewing metrics and analyzing root cause and source of process errors and inefficiencies to develop comprehensive reports on progress, recommend opportunities for continuous improvement and influence the adoption of innovative solutions
    • Foster a partnered approach to QA initiatives by communicating with business leaders and sharing subject matter expertise to establish and implement quality control (QC) plans and develop metrics for current and existing processes
    • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Qualifications

    MINIMUM SKILLS AND COMPETENCIES:

    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 in-lieu of degree equivalent education, training and work-related experience
    • 2+ years of relevant experience
    • Working knowledge of database systems, applications, and technology relevant to area of responsibility
    • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
    • Support the completion of multiple complex tasks
    • Follow established audit guidelines, focusing on detail, in order to complete tasks attentively, thoroughly, and accurately
    • Analyze data and identify trends leading to recommendations for improvement
    • Escalate issues when appropriate
    • Must possess effective verbal and written communication skills
    • Strong attention to detail
    • Ability to remain objective, and keep an open mind while conducting audits
    • Ability to analyze processes and discern effectiveness
    • Ability to understand high level cross process relationships – particularly downstream impact(s)
    • Ability to adapt to new situations and learn quickly
    • Demonstrate interest in enhancing knowledge, seeks opportunities for growth
    • Works independently with little supervision

    DESIRED SKILLS:

    • Working knowledge of insurance industry products and services
    • Working knowledge of continuous improvement techniques and testing principles
    • Experience with database systems and process improvement; general mortgage servicing experience
    • Conduct gap analysis of current state and desired future state
  • Industry
    Insurance
  • Fun Fact
    We're a company of many niche businesses where you can grow and thrive in many different disciplines.
  • About Us
    National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.