Team Lead- Quality Assurance

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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Team Lead- Quality Assurance

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

Bachelors 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 youre excited about this role but your experience doesnt 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.

Taking care of people is at the heart of everything we do. Caring counts

Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)