QA Analyst

AIG - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Insurance Carriers and Related Activities

About the position

The QA Analyst role at AIG involves working within a team of Quality Assurance Specialists under the supervision of the Quality Manager. The primary responsibility of this position is to manage and maintain Quality Assurance and Compliance activities within the Global Business Solutions group. The role focuses on delivering the North Star process framework, which is essential for ensuring that business support teams adhere to quality standards and criteria. The QA Analyst will be responsible for assessing the activities of these teams, conducting transaction monitoring, and providing coaching based on the assessments made. This includes participating in quality and compliance audits, designing transaction monitoring formats, and ensuring that quality monitoring criteria align with General Insurance Risk, Compliance, Legal, and Regulatory requirements. In addition to monitoring and assessing quality, the QA Analyst will liaise with various stakeholders, including Risk, Compliance, Legal, and the Data Protection Officer, to develop common standards for Contact Centre activities. The role also involves tracking the completion of the Quality Assurance Close Loop process, which includes auditing, coaching, remediation, and tracking. The QA Analyst will analyze trends in Quality Assurance and work collaboratively with Operations and other units to identify areas for continuous improvement. Furthermore, the position requires identifying training needs through Quality Assurance monitoring and contributing to the enhancement of knowledge management systems. The QA Analyst will generate and analyze reports to identify gaps and opportunities for improvement, prepare presentations to provide visibility on portfolio performance, and collaborate with global process architects and underwriting support management. The role also supports Project Management and Transformation teams as a Subject Matter Expert on technology and operations implementations, ensuring that operational and process initiatives are effectively executed within the Contact Centre.

Responsibilities

• Assess the activities undertaken by business support teams.
• Conduct transaction monitoring against quality criteria and standards.
• Perform required coaching and close loop management of assessed transactions.
• Participate in quality and compliance auditing.
• Participate in the design of transaction monitoring formats and quality standards.
• Use quality monitoring data to compile and track performance at team and individual levels.
• Develop familiarity with General Insurance Risk, Compliance, Legal, and Regulatory requirements and ensure quality monitoring criteria align with them.
• Liaise with Risk, Compliance, Legal, Data Protection Officer, and other stakeholders to develop common standards for Contact Centre activities.
• Monitor completion of Quality Assurance Close Loop (Audit - Coaching - Remediation - Tracking) with Operations and Business Support.
• Analyze Quality Assurance trends and work with Operations and other units for continuous improvement.
• Identify training needs through Quality Assurance monitoring across Contact Centre Sales & Service functions.
• Contribute to the knowledge management systems enhancement and development.
• Utilize opportunities to standardize, centralize material and administration, and implement best practice standards across the centers.
• Generate and analyze reporting to identify gaps and improvements.
• Prepare and present necessary information on portfolio to provide visibility and identify opportunities.
• Collaborate and work closely with global process architects, underwriting support management, and other departments to facilitate all areas of responsibility.
• Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations.

Requirements

• BA/BS degree preferred.
• Proficient in the use of Microsoft Office Suite.
• Background in General Insurance preferred.
• Strong communication skills (written, verbal, active listening).
• Time management and prioritization skills to work independently and meet deadlines.
• Excellent interpersonal skills and ability to engage training attendees and stakeholders at various levels of the organization.
• Teamwork and collaboration skills.
• Strong problem-solving and analytical skills.
• Resilient, resourceful, self-directed, and motivated.
• Ability to coach for performance and knowledge in performance management methodologies is a bonus.
• Detail-oriented.

Nice-to-haves

• Experience in performance management methodologies.
• Familiarity with compliance and regulatory requirements in the insurance industry.

Benefits

• Health insurance
• Professional development opportunities
• Flexible work arrangements
• Diversity and inclusion programs
• Employee Resource Groups (ERGs)