Willis Towers Watson Quality Assurance Team Lead in Buffalo, New York
As a Quality Assurance Team Lead, you will build and develop the QA team to ensure each Analyst has the tools and training to deliver a flawless exchange and Open Enrollment experience to each of our clients. You will work with teams throughout Operations and other areas of the firm to continually improve how we deliver to clients in addition to leading quality assurance audits on web based portals for WTW clients. The QA Team Lead is responsible to ensure that all aspects of customized portals have been correctly configured prior to their release. The ideal candidate will have strong leadership skills as well as experience in web based systems, data analysis and insurance products.
Note: Employment-based non-immigration visa sponsorship and/or assistance is not offered for this specific job opportunity.
The QA Team ensures custom portals built for each client are accurate and match specifications. The QA Team has a rigorous audit process that fully tests each configurable element of the client portal to identify and resolve any and all discrepancies prior to release for Open Enrollment.
Key Responsibilities for the QA Team Lead include:
Manage Full Time and PEAK QA Analysts. Provide training, coaching and regular feedback to ensure each QA Analyst succeeds in their role.
Interview and hire seasonal (PEAK) QA Analysts each year as well as Full Time colleagues as needed.
Lead weekly QA Team Meetings.
Continually review QA processes and test scripts to expand the audit process to match the continued enhancements in Liazon’s products.
Maintain the QA processes for custom large clients, standard implementation, renewal and inventory.
Directly lead large client QA audits.
Serve as QA Case Manager as needed.
Conduct monthly QA Review to internally audit deliverables to ensure each Analyst meets established QA standards.
Lead internal continuous improvement projects.
Manage client escalations as needed.
Serve as subject matter expert on QA to consult with other areas of the firm.
Coach and develop QA Analysts to identify opportunities and help each colleague realize their potential.
Maintain QA Training Curriculum.
Demonstrate thought leadership by gaining full understanding of why we have the processes we do, understanding how each works across departments, and adapting to changes and improving our delivery model to clients.
Lead cross-functional projects to bring efficiencies and improvements to the firm.
Three or more years of successful customer service and/or quality assurance experience in the health and/or insurance industry
Bachelor’s degree in Business Administration, Healthcare, or related field preferred
Demonstrated success in leadership roles or leading project teams
Experience MS Office applications and/or other web-based software applications
Proficiency with MS Excel
Experience with VBA, SQL and MS Dynamics is preferred
Strong written and verbal communication skill
Equal Opportunity Employer/Vet/Disability at https://cdn-static.findly.com/wp-content/uploads/sites/478/2019/03/Equal-Opportunity-is-the-Law-Poster-Supplement.pdf
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