Sr. Quality Specialist - Quality Solutions

The Quality Senior Specialist will report to management within the Quality Organization. Quality reviews are performed as part of an ongoing, internal quality program covering multiple client and vendor relations/multiple functional units. These reviews also ensure compliance with servicing agreements derived from client and vendor contractual guidelines, procedures, and industry standards. In addition, the reviews conducted help ensure that Assurant and its clients have appropriate processes and methods to comply with applicable client requirements effectively and federal & state regulations regarding mortgage insurance processing and lender placement, thereby reducing the companies' risk and exposure to potential losses.  Reviews are accomplished through evaluations of completed work, call monitoring, and reviews of system-generated reports.  Review results are summarized and provided to the Business and to Clients on a routine basis to demonstrate compliance with service standards. Performance results are leveraged to provide feedback for individual & team development and training programs and to monitor performance against client, federal & state standards.    

• Responsible for conducting and researching Quality reviews based on client, regulatory, or internal requirements. Includes analysis of records, reports, internal/client systems, regulations, and operating procedures and practices. This includes reviewing, tracking, and monitoring the accuracy of work processed by Global Housing Operations domestically and offshore. May conduct follow-up research and/or targeted reviews and make recommendations to ensure realized improvements are in place and effective.  Interprets documented procedures (including modifications/adds) and applies standards across an array of clients.  (60%-80%) 

• Will assist with the execution of research-related activities to drive process improvement initiatives to ensure ongoing improvements in operational performance and processes. Provides subject matter expertise to business partners for enhancements to processes and procedures based on review observations and best practices. Supports and participates in calibration sessions as required.  (10%-20%) 

• Provides subject matter expertise when launching a new project or service and assists with developing quality initiatives. Mentors & coaches new associates and assists with training, directing work assignments, and may monitor the work of audit team members. (10%-20%)

MINIMUM PREVIOUS EXPERIENCE:   

- 3 years of insurance, mortgage, or financial services experience 

- 2 years of utilizing data analysis and improvement tools 

- 1 year of auditing experience within auditing applications or supporting applications 

ENVIRONMENT/PHYSICAL DEMANDS:  This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Travel – N/A, maybe required to travel in the office for work-related activities.

EDUCATION:  

*Associates degree or equivalent experience  

EXPERIENCE: 

KNOWLEDGE AND SKILLS:  

*Plan & Organize 

*Data Collection, Research, Investigation 

*Able to meet Key Performance Indicators 

*Ability to read, interpret and apply procedural and regulatory documentation to review activity 

*Work independently and in a team environment 

*Knowledge of MS Office Product Experience 

*Knowledge of Quality Review Systems 

*Experience with call quality recording systems 

*Understanding sampling methodology 

*Ability to drive, executes, and meets stated deadlines 

*Demonstrated problem resolution skills 

*Demonstrated understanding of regulatory compliance governing the mortgage, insurance and/or financial services.  

*Build Credibility & Trust 

*Collaborate with Others 

*Deliver Results 

*Analyze Problems & Make Decisions 

*Demonstrate Resilience 

*Focus on Customers 

*Communicate effectively  

employees including medical, dental, STD, LTD, life insurance, 401(k), generous paid time off and much more. 

We strive to maintain a professional, yet friendly environment and promote professional and career development for our employees. 

Assurant is an Equal Employment Opportunity employer.  All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law. 

Helping People Thrive in a Connected World
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What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video. 

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