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Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries. We have been in operation since 1962 and are nationally recognized as a member of Ward's Top 50 and rated A++ by A.M.Best.
The Customer Service department is looking for an individual to join the Operational Excellence team as a Quality Analyst.
A qualified candidate for this role should be able to effectively communicate, have strong relationship management skills, good attention to detail, and identify process improvements. The position will be responsible for assessing incoming and outgoing customer communications (including Voice of the Customer surveys) and transactions to ensure quality adherence to defined policies and procedures of the organization and also identify ways of enhancing the customer experience.
A typical day will include the following:
Participates in the preparation, planning, and revisions of assessments to ensure the development and usage of appropriate standards, quality manuals, and templates.
Analyze metrics and perform trend analysis to provide management feedback to validate performance goals used to manage Customer Experience Management (CXM). We replaced our MBO with CXM for 2017.
Facilitate continuous improvement exercises, Kaizen Events, and partake in the Customer Service Improvement Group (CSIG).
Educates functional process owners on QA functions and leads Quality and Performance Improvement (QPI) initiatives at the functional level on all assignments.
Work with functional teams in reducing error rates, perform root cause analysis of observed errors and trends and increase customer satisfaction.
Conducts audits to ensure compliance with defined procedures, and standards
Identifies, documents, and tracks all process, standards deviations and non-conformance issues to closure, including escalating issues to management for resolution if they could not be resolved within the process owners' reporting chain.
Analyzes metrics and performs trend analysis on audits, reporting results to the QPI management and the functional process owners
Educates functional process owners on QA functions, and leads the quality initiatives at the functional level on all assignments
Create a quantified performance baseline for all metrics in the assigned functional areas of the organization
Test transactions for accuracy, before and after completion, record create test results for review with the functional teams and the QA team
Work with functional teams in reducing error rates, perform root cause analysis of observed errors and trends and increasing customer satisfaction
Calibrations testing amongst the supervisors in how they perform quality control as well as how they conduct their weekly Management By Objectives meetings
Facilitate Continuous process improvements utilizing industry standard best practices
Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.
We offer a comprehensive benefit package, which includes tuition reimbursement and a generous 401K match. Our rich history of outstanding results and growth allow us to focus our business plan on continued growth, new products, people development and internal career opportunities. If you enjoy working in a fast paced work environment with growth potential please apply online.
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