Team Lead- Quality Assurance
Recruiting Only - Telecommuter
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
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PRIMARY PURPOSE: Leads transactional and call quality audits and monitors compliance and adherence to the standard operating process. Performs data analysis, root cause analysis, daily and weekly QA team performance, and training needs analysis.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Leads transactional audit and call quality audits on quality methodology or quality frameworks using quality audit tools.
- Performs data analysis and process modeling to interpret trends and identify appropriate training interventions for continuous improvement.
- Creates dashboards and trend analysis tools to display overall performance.
- Partners with operations, leading training on a periodic basis for updating procedures, training gaps, and technology enhancements.
- Deploys Lean Six Sigma tools for overall process improvement.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Should be well versed with implementation of QA tools for Insurance or Healthcare business and be able to work closely with Ops and Implementation team to deploy the model
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES
- Provides support, guidance, leadership and motivation to promote maximum performance for two or more colleagues.
- Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
- Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred. Lean Six Sigma yellow belt or green belt highly preferred.
Experience
Six (6) years of related experience, to include building quality scorecards for transactions and audits and training on quality tools, improvement methods, and data interpretation, or equivalent combination of education and experience required.
Skills & Knowledge
- Strong knowledge of implementation and use of industry specific quality tools
- Deep analytical skills
- Understanding of frontline operations and quality auditor work
- Excellent oral and written communication skills, including presentation skills
- PC literate, including Microsoft Office products
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Proven management/leadership skills
- Excellent negotiating skills
- Ability to create and complete comprehensive, accurate and constructive written reports
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is ($54,000 - $56,000 + bonus eligibility). A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.
ApplyJob Profile
RestrictionsTelecommuter
Benefits/Perks401k and matching Career growth Comprehensive benefits Comprehensive benefits package Dental Disability Employee assistance Flexibility Flexible Spending Health savings account Inclusive environment Life Insurance Medical PTO Support for mental and physical needs Vision
Tasks- Create dashboards
- Implement QA tools
- Lead quality audits
- Perform data analysis
- Train teams
- Travel as required
Analysis Analytical Communication Compliance Dashboard Creation Data analysis Disability Discretion Flexibility Implementation Insurance Interpersonal Interpretive Leadership Lean Six Sigma Management Microsoft Office Microsoft Office products Negotiating Negotiation Organizational PC literate Performance competencies Presentation Process Improvement Process modeling Quality Assurance Quality Audit Tools Root Cause Analysis Staffing Supervisory Training Troubleshooting Written communication
Experience6 years
Education CertificationsLean Six Sigma Lean Six Sigma Green Belt Lean Six Sigma Yellow Belt