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OH - Training and Quality Assurance Specialist

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OH - Training and Quality Assurance Specialist
Post Date  7/15/2013
City  Westerville
State  OH
Work Location  Westerville, OH
Department  Operations
Reports To  Vice President of Operations


 The primary responsibilities are to develop, maintain and deliver all training plans, procedures and documentation related to the complete training of Policy Services teams.  Responsibilities also include auditing individual performance, developing and monitoring exception reports, and identifying and developing controls.   

Essential Functions  


-  Develop individual training plans for Policy Service work including typing and processing of all GA Group and Special Risk Group policies and policy documents.

-  Develop individual training plans for each line of business policy and major types of endorsements processed by Century.

-  Maintain the Policy Services departments Training Matrix, so that it accurately displays each Policy Services associates knowledge level in all training areas.

-  Deliver training to all members of the Policy Services department and update the Training Matrix accordingly.

-  Co-ordinate retraining opportunities with the Policy Services Team Leaders based on Quality Control results.

-  Communicate with Underwriting to prepare Policy Services for new programs our agents will be writing

-  Maintain the Policy Services section of the Operations WIKI pages for accurate content.

-  Develop, implement and maintain quality checklists to be used prior to work being released from Policy Services.

-  Develop and monitor exception reports.

-  Utilizing the exception report and quality control results, work with IT to develop automated in line controls to ensure quality.

-  Serve as a system liaison with IT for development and maintenance of COL and CIMS.

-  Participate in COL and CIMS development, maintenance, and testing and ticket submission.

-  Performs a variety of reporting and report analysis to improve individual, team and agency quality.

-  Performs in depth reviews of individual associates work to identify additional or retraining to improve quality.

-  Identifies the need for, creates and distributes Binding Unit Endorsements (BUEs) for non-premium related changes to agency bound policies and endorsements.

-  Completes work 100% accurately.

-  Has completed INS 21 and 23 or will do so within first year.

-  Works effectively on the assigned team.

-  Other duties as assigned by the Training and Quality Assurance Manager.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.



·     Bachelor’s Degree or work equivalent.

·     Having or working towards their CPCU and 4 years of experience in Underwriting.


Language Skills:

·     Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general pubic.


Mathematical Skills:

·     Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw interpret bar graphs.


Reasoning Ability:

·     Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


Computer Skills:

·     Ability to use office automation software (Microsoft, Corel, etc.) to produce routine correspondence, simple spreadsheets, and basic presentations. Ability to learn and apply the use of company-specific systems and software to inquire on existing information and enter new or revised information. Ability to access and negotiate the internet to access and acquire information



Supervisory Responsibilities

This position has no supervisory responsibilities.


Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the associate is occasionally exposed to work near moving mechanical parts.  The noise level in the work environment is usually quiet.


Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this Job, the associate is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The associate is frequently required to walk and sit. The associate is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The associate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.


Equal Employment Policy
Meadowbrook is committed to equal employment opportunity and will administer policies and conduct employment practices in a manner which treats each associate and applicant for employment without regard to race, color, religion, sex, sexual orientation, national origin, marital status, weight, height, veterans’ status, disability or any other legally protected status.

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