Quality Assurance Manager

Description

Who We Are 

We are in the business of subrogation – companies trust us to recover payments on damage claims so that the party responsible is the one paying for the damage that was caused. We strive to provide excellent customer service to both our customers and the other parties involved in a claim. In short, we help our customers focus on theirs. 

Our business is driven by our Core Four principles: Process, Results, Culture, and Experience. Our dedication to practicing these has enabled our current and future success.  

We’re passionate about throwing company events that bring us together and celebrate each other’s achievements. We’re also big on taking time out to give back to the community and host several volunteer events throughout the year. We believe in a healthy work-life balance.  

Join our team and thrive in an environment that values both efficiency and effective processes as well as a casual, comfortable atmosphere. 

Who We're Looking For

We're looking for someone who can be responsible for ensuring that the claims review process meets the established standards of quality by overseeing the daily operations of the Quality Assurance team. The QA Manager is also the primary point of contact with the recovery managers.  

On a Typical Day You'll

• Manage a staff of QA specialists, directing work assignments, managing work schedules and reviewing work-in-progress
• Maintain responsible for all personnel actions of QA team, including hiring, performance reviews, salary recommendations, and coordinating training and development within the department
• Develop and maintain quality assurance policies, procedures, and standards for the recovery process 
• Audit claims that are going through the recovery process to ensure that all required work is being completed according to company timelines 
• Analyze QA data to identify areas for improvement. Reviews random sample of QA specialists reviews to provide feedback to QA specialists on missed opportunities 
• Hold regular meetings with adjusters and Recovery Managers to provide file review feedback regarding missed opportunities
• Prepare monthly reports for the Vice President of Operations and Client Services manager 
• Review recorded phone calls on the recovery floor to ensure that all expectations are met when dealing with our customers
• Manage the discrepancy process between adjusters, Recovery Managers and QA 
• Make recommendations on current expectations that have not been met while retaining the ability to think differently, unconventionally, or from a new perspective, to find other ways around the issue

Qualifications

The Big Picture 

Here’s a few key competencies we’re looking to see in this position: 

• Customer and Service Focus – Dedicated to meeting the expectations and requirements of internal and external customers and acts with customers in mind; uses good judgment   
• Communication Skills – Shares and receives information clearly in a variety of communication setting and styles; is able to get messages across that have the desired effect
• Drive and Motivation – Works to improve individual and organizational performance; Can be counted on to exceed goals successfully and steadfastly pushes self and others for results 
• Ethics and Values – Adheres to an appropriate and effective set of core values and beliefs during both good and bad times and acts in line with those values
• Decision Quality – Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment 
• Self- Knowledge and Development – Aware of personal strengths, weaknesses, opportunities, and limits. Personally committed to and actively works to continuously improve oneself 
• Interpersonal Skills – Remains open to others’ ideas and exhibits willingness to try new things
• Time Management and Planning – Prioritizes work responsibilities, uses time efficiently and develops realistic action plans
• Perspective – Looks toward the broadest possible view of a challenge and has the ability to envision future impacts from multiple viewpoints
• Innovation Management – Uses personal knowledge and professional experience to envision the future, anticipate change, capitalize on opportunities and develop innovative options that further the strategic direction of the organization

Experience and Education

• Bachelor's Degree in business-related area required
• 5  years’ experience adjusting claims; at least 2 years of which must have been in a supervisory capacity
• Oklahoma Adjuster license required; other reciprocal licenses as requested   
• Quality Assurance experience preferred 
• Advanced knowledge of Microsoft Word, Excel and Outlook 

Okay, But What Are the Perks 

• Paid time off as well as paid holidays 
• CMR offers a full menu of benefits including a matched 401k  
• Bonuses based on overall company performance month-to-month  
• Paid company half days based on overall company performance 
• CMR is a 2021 The Oklahoman Top Workplaces winner! 

Pre-employment drug screenings and criminal background checks are mandatory 

CMR is an Equal Opportunity Employer