The Quality & Coaching Analyst is responsible for executing quality programs that support operational risk-based auditing and high-quality customer experience service programs. The Quality & Coaching Analyst partners with the business to provide trend/data analysis and identify recommendations for optimizations and enhancements that will assist in meeting customer demands, expectations, and continuous improvement.
Quality & Coaching Analysts must be proficient in policies and procedures at Guardian. The Analyst must be open to change and comfortable questioning the status quo. This role requires significant root cause analysis and the ability to deliver recommendations that will benefit the end-to-end customer experience. Analysts must have experience in soft skill coaching techniques to deliver high-quality feedback sessions to those they are auditing. Analysts must be able to work independently and are empowered to make recommendations and decisions related to quality policies in their line of business. In addition, the Analysts must create a collaborative environment and utilize the experience and perspective of those around them to optimize the insights from others on the Quality Team.
Conduct and deliver audits of business processes to monitor adherence to all Guardian policies and procedures
Audit types may include a statistical sample of process, targeted process audits, performance audits, and risk and compliance audit. Execute program redesigns to stay aligned with business VOC and automation
Analyze and identify appropriate updates to programs based on changing business needs
Implement and communicate recommendations for updates to programs, including trend and analysis to support the change
Lead discussions with business leaders and obtain sign off on proposal and recommendations
Identify training opportunities based on root cause analysis
Recommend system enhancements that can improve overall output and experience for the customer
Write requirements for system updates/reporting needs. Create and execute to a project plan
Oversite of vendor partner quality programs and execution (strategic business partners)
Maintain cross-training plans
Accountable for capacity utilization and prioritization of staff resources
Responsible for partner adherence to all program parameters
Report, recommend, and resolve any deviation to plan. Create and perform ongoing updates to Functional and Process Audit Programs for Enterprise Operations and Service (EOS) using a variety of audit methodologies
Conduct cross-functional process reviews to identify efficiencies and business opportunities
Maintain expertise in business workflows and procedures, act as a SME in the respective area
Champion AGILE methodology by identifying and implementing changes that are necessary to the audit programs
Provide quality feedback and findings to all levels of business leadership and include recommendations for continuous improvement
Collaborate and facilitate with business partners to develop and analyze business intelligence needs and drive process improvements
Outline operational excellence opportunities with quality data/findings, provide recommendations, partner with all appropriate areas on process improvements
Act as the quality data source and technical experts for projects and initiatives
One on one coaching and mentoring associates in functional areas
Expand expertise to make cross-program/function connections
Support critical business compliance and risk initiatives (e.g.: Model Audit Rule, Internal Auditing, Internal Risk and Control) through execution of mandated protocols
Oversite of DALBAR and JD Power service award programs through audit feedback, coaching reinforcement and required administration
Originate, construct, and maintain comprehensive audit tools that identify and catalog end to end findings to share with business partners
Develop and maintain audit forms and reporting mechanisms to support quality audits
Document, catalog and maintain all audit protocols
Create presentations to share all process audit results with various audiences across varying lines of business and business partners
Perform complex analysis of data including the root cause of errors, trending over time, and connection/correlation to customer pain points
Bachelor's Degree or the equivalent work experience
5 years of Quality and/or insurance experience
Service and/or Operations experience a plus
People leader or project experience a plus
Decision-making skills, including critical thinking, and problem-solving
Ability to work independently
Effective communication, coaching, and mentoring skills
Attention to detail to deliver high-quality reviews with no reconsiderations
Trust and confidence by exhibiting strong interpersonal skills
Long-term value to improve the customer experience
Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
Competitive compensation package.
Excellent medical, dental, supplemental health, life, and vision coverage for you and your dependents with no waiting period.
Life and disability insurance.
A great 401(k) with a company match.
Tuition assistance paid parental leave and backup family care.
Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Employee Resource Groups that advocate for inclusion and diversity in all that we do.
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.
Guardian has been helping people protect their futures and secure their lives for more than 150 years. Every day, we serve approximately 27 million people through a range of insurance and financial products. As one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at www.GuardianLife.com.
At Guardian, we believe that people count. We hold ourselves to a higher standard. And we firmly believe that doing the right thing by our customers means everything. It means digging deeper to understand the things that shape their experiences, every day. It means anticipating their needs so that we might exceed their expectations, every day.
It means never settling for the way things are and seeking new ways to put the customer first in everything we do-every meeting, every email, every conversation-every day.
Now more than ever, it means having the courage and the discipline to embrace new ways of thinking. New ways of collaborating. New ways of innovating. Finding new ways to deliver the products, solutions, and service that our customers need so they have greater control over their health, wealth, and peace of mind. Not just for today, but long into the future.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Copyright 2021 The Guardian Life Insurance Company of America, New York, NY