Quality Assurance Supervisor, Worker's Compensation

About Specialty Program Group: Our goal is to partner with industry-leading specialty businesses to provide them with the ability to achieve their goals and optimize their businesses. Specialty Program Group offers access to capital and investment, deep carrier relationships, creative thinking, product development and broad distribution, while allowing our businesses to maintain the essence of what makes them successful. Specialty Program Group delivers leading-edge specialty expertise backed by transformative digital capabilities and sophisticated data and analytics. 

Position Summary:
The Quality Assurance Supervisor is an intermediate-level position that monitors and ensures high quality standards across internal and external business processes. It is responsible for the oversight of BPO teams and the timely and effective inspection of outputs. The position contributes to the achievement of department goals relating to growth, profit, renewal retention, and producer/client management and service. Excellent communication skill (verbal and written) and a strong problem-solving and analytical aptitude are requisite for success.

Responsibilities:

• Collaborate closely with the VP, Director of Operations to create and drive the operational strategy and translate it into operational plans.

• Work closely with the operations team to ensure a solid understanding of coverages and programs, as well as internal coding systems and service standards.

• Effectively manage and optimize BPO vendor relationships by providing process oversight and ensuring that the BPO partner consistently meets KPIs.

• Able to work collaboratively with internal and external stakeholders to assure needs are met timely and accurately.

• Demonstrate a customer service mindset by proactively engaging in quality service delivery by multi-tasking and maintaining status of various tasks.

• Provide high level customer relations services, identify customers’ unique needs, and provide resolution to issues at all levels.

• Return customer inquiries promptly and professionally.

• Communicate policy changes and cancellation notices to agents.

• Process and invoice cancellation and reinstatement notices.

• Develop and request information from customers and insurance companies.

• Explain products, services, and benefits to customers.

• In addition to the above, may be required to take on additional tasks (as part of a cross-training initiative).

Requirements:

• Bachelor’s degree preferred or equivalent experience and background

• 3+ years’ experience in the industry/workers compensation

• P&C License

• Problem solver and analytical mindset

• Ability to multi-task and manage workflow

• AIM and ImageRight experience a plus but not required

• Proficiency in Microsoft Word, Excel, and PowerPoint

• Demonstrated command of the English Language

• Strong communication and organizational skills

• Ability to organize work; perform with time constraints and be self-directed

• Self-starter, creative and teamwork oriented

• Ability to adapt to significant change (procedures, processes, and techniques)

• Comfortable with variable work volume (medium to high)

Disclosure required under applicable state or municipality regulations: The expected salary range for this position is $75, 000 to $85,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

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