Commercial Lines Quality Analyst

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.

Our Commercial Lines Operations team is currently seeking a Quality Analyst. This position is eligible for a hybrid or remote arrangement. This is a full time, non-exempt role.

POSITION OVERVIEW:
Quality Analysts are responsible for transaction quality control and improvement in accordance with goals established by the organization. The Business Insurance Operations team works with our policy rating organization and their customers to create an outstanding service experience. This is a Full-time, Non-Exempt role.

IN THIS ROLE, YOU WILL:

• Reviews the quality of transaction work completed by our operations professionals
• Records the results of the quality analysis and communicate those results to performers on the quality of their work
• Identifies potential improvements across Business Insurance Operations Teams and works with the Quality Consultant to initiate improvement
• Stays abreast of all changes occurring within the Operations Organization through actively absorbing CLSVCOPs updates and other related updates and participating in the recommended learning
• Provides training and mentoring to the Business Insurance Operations teams
• Calibrates a predetermined number of quality audits performed by Hanover and EXL to ensure consistency of audit results on a monthly basis
• Provides support of our learning and development team, including collaborating on line of business curriculum advancement, acting as a mentor as needed, reviewing training material, and participation on Focus Groups
• Provides processing support during high volume periods

WHAT YOU NEED TO APPLY:

• Bachelor’s Degree or equivalent experience
• Two to three years operational experience in one or more line of business
• Information seeking capabilities and detail orientation
• Analytical and problem solving skills
• Mentoring skills
• Ability to communicate for results
• Ability to perform multiple tasks and adjust to changing business demands

This job posting provides cursory examples of some of the job duties associated with this position. The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.

CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy:
To view our privacy policy and online privacy statement, click here.

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.