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Join a company that values development, career growth, collaboration, innovation, and diversity & inclusion. Through various resources and programs, you can grow your career while developing personally and professionally. We invite you to bring your talents here, so we can continue the good to help families and businesses “Be Good at Life.”

Location: This is a work-at-home/remote position within a commutable distance (approximately 50 miles) of the designated office location: Cleveland, Ohio; Dallas, Texas; Manhattan, New York Service Centers

Position Summary

Working under the direction of the Service Quality Manager, the Service Quality Reporting & Analysis Analyst is responsible for acting as a system, reporting, and analysis expert and liaison to the Quality Assurance, and Experience Review teams . This individual will support the QA and ER teams with reporting design and production, the storage and analysis of review data. This position will also design and implement new ways to report and socialize data trends captured in our quality assessments and reviews. This role will involve enhancing the team's knowledge of the data which we collect, the current reporting and collection functionality, and new ways to report quality results. Their subject matter expertise will be used to understand the needs of the Quality Assurance and Experience Review teams and of our business partners to collaborate in creating a successful quality environment. This analyst will also collaborate with our Service Insights and IT (Information Technology) partners.

They will use their experience and expertise to support our business partners . He/she must possess the ability to act as a subject matter expert, be able to help drive improvement opportunities for furthering the Service Quality team's goals and initiatives while enhancing the quality and control environment for our business partners.

Major Responsibilities:

• Acting as a reporting and data analysis advisor.
• Serving as a SME (Subject Matter Expert) within the team, regularly advise on proper dispositioning of reviews and how to leverage the tools for maximum efficiency and insights.
• Guiding team to analyze and opine on the effectiveness and trending and reporting as well as identify gaps and opportunities for improvement
• Continuously looking for ways to strengthen the quality environment
• Manage sites, lists, and documents in SharePoint that meet individual line of business needs while also enabling data aggregation and reporting
• Collaborates with key stakeholders and business partners to ensure quality systems provide line of sight to the highest priority quality issues and needs.
• Ensure alignment between the quality teams on the information we have collected.
• Assesses solutions to emerging business needs.
• Drive awareness and understanding of how to interpret potentially uncomfortable quality results at the individual, process, and organizational levels .
• Influence front line business partners toward action to resolve quality issues.
• Keeping up with current best practices regarding risk management/internal auditing, expertise in the business of our partners, and participatein ongoing training to enhance his/her skill set.

Qualifications:

• Bachelor’s degree preferred
• 2+ years of experience in data collection & storage, SharePoint administration, or Power Platform applications
• Strong reporting and data analytics skills
• Strong verbal and written communication skills
• Comfort and confidence in interaction with all levels of management
• Ability to solve problems, multi-task and manage changing priorities
• Proficiency in Microsoft Suite with strong Excel skills
• Familiarity with Power Apps and Power Automate
• Relevant insurance or securities knowledge is a plus
• Microsoft Certified: Power Platform Fundamentals certification is a plus
• Proficiency in Tableau Visualization creation is a plus