Operations Quality Assurance Analyst

At GEICO we offer a rewarding career where your ambitions are met with endless possibilities.

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers expectations while making a real impact for our company through our shared purpose.

When you join our company we want you to feel valued supported and proud to work here. Thats why we offer The GEICO Pledge: Great Company Great Culture Great Rewards and Great Careers.

Primary Position Objective:

Under limited supervision REVIEWS MONITORS and EVALUATES operational processes documentation and activities to ensure compliance with applicable regulatory requirements internal policies and quality standards. CONDUCTS structured quality reviews of calls files and workflows; ANALYZES trends and results; and PROVIDES insights to support consistent execution risk mitigation and continuous improvement across operations to management.

Essential Functions:

1. CONDUCTS quality assurance reviews of operational unit activities including documentation system entries workflows and telephone calls to ensure quality and customer experience expectations are met.

2. EVALUATES and SCORES adherence to regulatory requirements internal policies procedures and established quality standards. PERFORMS sample reviews of open and closed files to assess accuracy consistency and proper execution of processes.

3. ANALYZES quality review results trends and performance data to identify patterns systemic issues and areas of opportunity. IDENTIFIES gaps errors or inconsistencies that may pose compliance or operational risk.

4. RESEARCHES industry best practices regulatory guidance and quality standards relevant to operations. COMPARES external practices to internal processes and IDENTIFIES potential areas for alignment or improvement. DOCUMENTS/COMMUNICATES quality results trends and observations in a clear professional manner.

5. COLLABORATES with operations product training and other partners to clarify findings and support quality initiatives.

6. RECOMMENDS changes in processes and methodologies to enhance processes and improve overall quality results.

7. DETERMINES areas of strengths and areas of concern based on call monitoring and assessing reviews and PROVIDES feedback to management for training and coaching or behavioral opportunities.

8. MAINTAINS accurate and detailed records of quality assurance activities findings and outcomes. INPUTS and MAINTAINS individual section and departmental performance statistics in designated systems. GENERATES performance reports and trends as required.

9. ADHERES to the GEICO Code of Conduct the GEICO Claims Code of Conduct company policies and operating principles.

10. MEETS attendance standard at business location to perform necessary job functions and to facilitate interaction with management and co-workers.

11. MEETS the requirements specified below.

• Must be able to with or without accommodation perform the essential functions which include but are not limited to seeing hearing typing and speaking
• Must be able to work both independently and in a team environment
• Must be able to multi-task
• Must be able to learn and apply large amounts of technical and procedural information
• Must be able to communicate effectively verbally and in writing
• Must be able to adhere to departments in-office requirements.
• Must have the following experience:
  Minimum of 5 - 10 years of claims and/or insurance industry experience

External Job Posting Description

Requirements:

• Experience with highseverity or complex auto insurance claims required Exposure across multiple claim types is a plus
• Ability to work onsite two days per week

Opportunity to support QA efforts across multiple areas of auto claims including: First and Third Party Claims Insurance Claims Services (ICS/call center) Payment Recovery Arbitration Emergency Road Services Glass Physical Damage.

Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include but are not limited to the scope and responsibilities of the role the selected candidates work experience education and training the work location as well as market and business considerations.

The GEICO Pledge:

Great Company:At GEICO we help our customers through lifes twists and turns. Our mission is to protect people when they need it most and were constantly evolving to stay ahead of their needs.

Were an iconic brand that thrives on innovation exceeding our customers expectations and enabling our collective success. From day one youll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on peoples lives.

Great Careers:We offer a career where you can learn grow and thrive through personalized development programs created with your career and your potential in mind. Youll have access to industry leading training certification assistance career mentorship and coaching with supportive leaders at all levels.

Great Culture:We foster an inclusive culture of shared success rooted in integrity a bias for action and a winning mindset. Grounded by our core values we have an an established culture of caring inclusion and belonging that values different perspectives. Our teams are led by dynamic multi-faceted teams led by supportive leaders driven by performance excellence and unified under a shared purpose.

As part of our culture we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards:We offer compensation and benefits built to enhance your physical well-being mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your familys overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program which offers the ability to work from anywhere in the US for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race color religious creed national origin ancestry age gender pregnancy sexual orientation gender identity marital status familial status disability or genetic information in compliance with applicable federal state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.