Quality Analyst

The Role

• Review and audit transactions and/or calls for accuracy, completeness and adherence to policies and procedures and compliance rules and regulations 
• Define, quantify and analyze causes of error. Analyze trends, recommend changes in the workflow, identify risks and problem areas, and recommend standards, policies, and procedures to improve performance
• Identify any potential quality issues per defined process and escalate quality issues immediately to management
• Responsible to provide feedback to Process Leads, and Operations Managers on trend analysis, monthly reporting, and associate progress. 
• Participates in calibration sessions with the QA Manager and all evaluators
• Conducts side by side monitoring, and performs coaching sessions with agents and/or leads
• Completes tasks within the specific TAT, and achieve/exceed daily quality targets

The Requirements:

• At least 5 years relevant professional experience in a large multinational, shared services environment
• At least 3 years of Quality and Process Improvement experience
• Has earned at least a Bachelor's/College Degree of any field
• Has strong statistical, problem solving, and performance analysis skills
• Ability to work effectively with cross functional teams
• Strong communication and stakeholder management skills
• Preferably with Insurance background

WTW is an Equal Opportunity Employer