Total 3 Quality Assurance.html job vacancies in Legal / Public / Security category in The United States of America

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on. About the Role To meet various regulatory expectations by conducting quarterly BSC reviews and carrying out internal investigations in respect of any market misconduct committed by representatives. WE ARE LOOKING FOR Fulfill requirements under BSC framework via BSC reviews, customer call surveys, reviews of Mystery Shopping cases, and assignment of quarterly BSC grades to representatives and supervisors Conduct investigations by interviewing with relevant parties such as reps, leaders and clients, obtaining and assessing documentary evidence of alleged misconduct, and providing outcomes of investigations Prepare investigation reports, documenting the investigator's assessment and recommendations Mete out disciplinary actions in accordance to the Company's Market Conduct Standards Analyse common trends to identify high-risk representations and agencies Conduct portfolio reviews of high-risk representatives (through use of data analysis) Provide consult to stakeholders on BSC related matters WHAT YOU WILL HAVE Min Diploma At least 1 to 2 years of insurance sales advisory experience Market conduct and/or Balanced Scorecard experience preferred CMFAS 5 & 9 certified is a plus #LI-SC1 Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

See attached detailed job description and person specification: Staff benefits Pay Enhancements 36% additional for Evenings (8pm onwards) and Saturdays and 72% additional for Sundays and Bank holidays. 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years Excellent pension Cycle to work scheme Salary sacrifice car scheme Wellbeing programme Blue Light Card Discounts

This position is located in the Veterans Benefit Administration, Denver Regional Office, Fiduciary Call Center. The employee serves as the quality review and training coordinator for the division. Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training.

Specific duties include:

• Responsible for performing quality reviews for individual call agents in accordance with established monthly schedule.
• Tracks and analyzes all silent monitoring (phone) quality exceptions for the station, to include exceptions called by Quality Client Services.
• Reviews products and activities for quality of performance and enters results into the online Calabrio system or its successor checklists. Returns any completed work related to phone calls to the originating call agent for correction.
• Interacts with supervisory personnel through discussion of individual phone calls that have been reviewed; explaining rationale and provides citation to support error call.
• Utilizes FCC Quality Client Services review results and identified trends to recommend training for call agents.
• Collaborates with training coordinator in preparing and conducting formal training, including training for newly hired personnel, refresher training and any other necessary due to changes in procedures, regulations or the law.
• Provides assessments to first line supervisors regarding strength and weaknesses observed in call agents and identifies ways for improvement.
• Performs in depth research, analyzes operating contingencies and special situations, including review of exiting procedures and directive to detect contradictory instructions and deficiencies, recommending corrective action.
• Ensures all program requirements imposed by Benefits Assistance Service, Compensation Service and Pension Service are met and implemented.
• Conducts quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed.

Promotion Potential: None. GS-11 is the full performance level of this position.

Work Schedule: Full time, Monday through Friday, 6:00AM-6:00PM (final work schedule determined at the discretion of manager)
Compressed/Flexible: Available at the discretion of manager
Telework: Not applicable; this is a remote position.
Remote: This is a remote position.
Position Description/PD#: Legal Administrative Specialist (Quality Review Specialist); 41408A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not Required

Starting at $59,319 Per Year (GS 11)