Quality Assurance Analyst - Operations (Hybrid)

Responsible for

• Conducting quality control reviews of operational transactions, with primary emphasis on submissions.
• Identifying quality trends, error drivers, and process gaps; documenting findings and providing actionable feedback to supervisors and operational teams.
• Developing, tracking, and maintaining quality metrics and reporting to support leadership visibility and decision-making.
• Partners with Operations leadership to support training, coaching, and onboarding efforts by identifying skill gaps and recurring quality issues.
• Participates in process improvement initiatives aimed at increasing consistency, accuracy, and turnaround time.
• Works with others to identify areas in the development process that can be improved to allow for higher quality solution delivery.
• Supports audits, internal reviews, and special projects as requested by management.
• Maintains an understanding of IT systems and ongoing releases to make certain that any recommended changes do not have a negative impact on productivity or the business.
• Works with the Management team to plan, develop and problem-solve from the business or operations perspective for issues as the result of enhancement requests, audits or resolution of systems issues.
• Maintains a strong working knowledge of assigned business units, workflows, and operational standards.

Principal Duties And Responsibilities

Conducts quality control reviews of operational transactions, with primary emphasis on submissions.

Identifies quality trends, error drivers, and process gaps; documents findings and provides actionable feedback to supervisors and operational teams.

Develops, tracks, and maintains quality metrics and reporting to support leadership visibility and decision-making.

Changes in businesses and functions may require constant monitoring and analysis including possible adjustments of review touch points.

PARTNERS WITH OPERATIONS LEADERSHIP TO SUPPORT TRAINING, COACHING, AND ONBOARDING EFFORTS BY IDENTIFYING SKILL GAPS AND RECURRING QUALITY ISSUES.

Participates in process improvement initiatives aimed at increasing consistency, accuracy, and turnaround time.

WORKS WITH OTHERS TO IDENTIFY AREAS IN THE DEVELOPMENT PROCESS THAT CAN BE IMPROVED TO ALLOW FOR HIGHER QUALITY SOLUTION DELIVERY.

SUPPORTS AUDITS, INTERNAL REVIEWS, AND SPECIAL PROJECTS AS REQUESTED BY MANAGEMENT.

Maintains an understanding of IT systems and ongoing releases to make certain that any recommended changes do not have a negative impact on productivity or the business.

WORKS WITH THE MANAGEMENT TEAM TO PLAN, DEVELOP AND PROBLEM-SOLVE FROM THE BUSINESS OR OPERATIONS PERSPECTIVE FOR ISSUES AS THE RESULT OF ENHANCEMENT REQUESTS, AUDITS OR RESOLUTION OF SYSTEMS ISSUES.

Maintains a strong working knowledge of assigned business units, workflows, and operational standards.

Location, Schedule & Travel

• Position must be based in Farmington, CT or Salem, VA.
• Hybrid work schedule required in accordance with company and department guidelines.
• Ability to travel between office locations a few times per year as business needs require.

Qualifications

• Bachelor’s degree preferred or equivalent related work experience required.
• 3-5 years of related experience in P&C Underwriting, Rating or Operations.

Benefits

• Comprehensive medical, dental and vision insurance with no waiting period.
• Competitive paid time off programs.
• 401(k) savings and annual contributions of up to 12% of annual salary.
• Mental health support programs, life and disability insurance, paid parental leave and a variety of additional voluntary benefits.

About Intact

At Intact Insurance Specialty Solutions, we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.