Quality Assurance Specialist II in US.WFH_Anywhere at National General Insurance

Date Posted: 8/30/2021

Job Snapshot

Job Description

Primary Purpose:

Responsible for conducting various types of quality evaluations for staff across the organization, Managing General Agencies, and Independent Agents using predefined quality measurements and expectations. 

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Conduct quality evaluations, both verbal and written, for all states, products and lines of business based upon current practices and established procedures for new and existing employees
  • Use discretion to identify underwriting and behavioral opportunities that impact performance of the individuals being evaluated
  • Conduct timely reviews of policies written by Managing General Agencies including an analysis of underwriting guidelines, third-party reports, billing, rating, and print
  • Review and evaluate Independent Agent performance as it pertains to retaining file documents
  • Identify, track, and communicate quality review results to departmental managers and senior leadership
  • Share observed trends in performance to identify training needs 
  • Provide leadership, guidance, and training to peers, internal staff, and field customers
  • Attend training classes, calibration sessions, and team meetings to stay abreast of current procedures and business needs
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Assist the business with meeting service levels

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • Prior experience in Claims/Sales/Agency/Service capacity within an insurance environment
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Demonstrated integrity within a professional environment
  • The ability to coach and mentor others and handle confidential performance issues
  • Demonstrate the ability to resolve conflicts and handle confrontation with professionalism
  • Must possess effective verbal and written communication skills
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Highly effective in managing change, multiple priorities, and exercising sound judgment
  • High degree of dependability and motivation
  • Demonstrate the ability to analyze quantitative results and offer feedback to improve performance
  • Proficient in Microsoft Office (Word, Excel, Outlook)
  • Ability to successfully complete HIPPA certification annually
  • Ability to multi-task and manage several systems on a daily basis

Desired Skills:

  • 2+ years of relevant experience
  • In-depth knowledge of all evaluated National General Insurance functions, processes, guidelines, and workflows
  • A strong understanding of the National General Insurance brand and ability to exhibit the behaviors associated with it
  • Experience with National General Insurance programs for all states and lines of business
  • Prior auditing, quality review, and/or training experience
  • Experience with ICBM and I3 Interaction Recorder

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.