Specialist - Quality Audit

WHO WE ARE:

Zinnia Open Insurance is advanced data-driven technology that accelerates innovation, enables unrivaled speed-to-market, deepens relationships with policyholders, and empowers better risk-based outcomes. Open transforms the end-to-end experience to make everything faster, more transparent, and more collaborative for consumers, carriers, and advisors. Zinnia is a new tech company, but we’re not new to insurance. We’re L&A experts and technology innovators building Open Insurance to power exceptional experiences that evolve ahead of the marketplace. We’re Zinnia. And we’re Open. Join us and experience Life, More Openly.

WHO YOU ARE:

The QA Analyst is responsible for maintaining the quality and accuracy of operations across various clients and verticals. This role includes running and distributing error reports, conducting weekly calibration meetings, preparing QA checklists, and executing various audits and re-performance programs. The QA Analyst collaborates closely with Ops Leadership, Management, and other key stakeholders to monitor, report, and act on quality-related trends and issues.

WHAT YOU’LL DO:

Error Reporting and Monitoring:

• Review and distribute internal and external error reports by client/vertical.
• Analyze error and associate trends.
• Identify high hitters and potential QA threshold percentage changes in OnBase.
• Provide feedback at the associate level, highlighting areas for improvement.
• Report recurring trends and notable issues to managers.
• Monitor and report on error overrides daily/weekly.
• Report weekly system errors, collaborating with the IT team to confirm, categorize errors, and identify potential defects.

Calibration Meetings:

• Organize and participate in weekly calibration meetings with the Operations team and clients.
• Compile and distribute weekly spreadsheets for each vertical.
• Research and document feedback on internal and external errors.
• Present findings in meetings and follow up on action items.
• Ensure completion of actions from calibrations, including guidelines changes, clarity, and feedback on invalid external errors.

QA Checklists:

• Review monthly client operating guidelines releases, provide feedback, and update QA checklists.
• Share updates with the QA team and clients where applicable.
• Develop QA checklists for new clients based on their operating guidelines.

Additional Responsibilities:

• Provide daily quality reports to clients.
• Research complaints and escalations.
• Address questions and queries.
• Attend relevant training sessions.
• Participate in team meetings, one-to-ones, and ad hoc meetings.

WHAT YOU’LL NEED:

• Bachelor’s degree in a related field or equivalent work experience.
• Proven experience in quality assurance or a similar role.
• Strong analytical and problem-solving skills.
• Proficiency in using QA tools and software, particularly OnBase.
• Excellent communication and presentation skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational and time-management skills.

WHAT’S IN IT FOR YOU?

We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

 

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Last updated on Aug 26, 2024