QA Analyst

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.
Position Summary:

• The Quality Assurance Analyst role will be responsible for providing documented reviews to management, identifying trends, analyzing data and making recommendations for process improvements. This role is equally responsible for monitoring the work of others to identifying opportunities to improve Customer Service team efficiency by reducing risk and improving overall efficiency.

Essential Duties:

• Demonstrate superior review skills while ensuring accuracy.
• Compile and analyze statistical data.
• Entering data into tracking spreadsheets and databases.
• Ensure compliance with established internal Company policies and procedures.
• Responsibilities include documenting and tracking results for each review.
• Determining error trends and analysis related to the process.
• Strong attention to detail and have analytical and problem-solving abilities.
• Analyze data in order to find areas for growth.
• Document findings and follow up with the appropriate channels and team members when quality issues are identified
• The Quality Assurance Analyst monitors the work of others to ensure the highest quality of customer experience is provided, procedures are followed, records are updated accurately, and internal standards are met.

Required:

• High school diploma
• Minimum of 1 year of customer service experience
• Strong typing and basic computer skills

Preferred

• Spanish – fluent oral and written
• Strong typing and basic computer skills.
• Ability to work and make decisions independently and as part of a team.
• Ability to communicate clearly and concisely, both verbally and in writing.
• Proficiency in Microsoft Word with advanced Excel skills.
• Excellent analytical skills
  

Work Traits:

• Good verbal communication skills
• Experience with documenting processes and procedures.
• Proficient in managing time along with detailed oriented.

U.S. Eligibility Requirements:

• Interested candidates must submit an application and resume/CV online to be considered
• Must be 18 years of age or older
• Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
• Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
• Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure

Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.
Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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