Quality Assurance Specialist

Position Summary:

The Quality Assurance Specialist I is responsible for reviewing claims in the recovery process and ensuring that files are complete and meet CMR’s established expectations.

Who We Are:

We are in the business of subrogation – companies trust us to recover payments on damage claims so that the responsible party is the one paying for the damage that was caused. We strive to provide excellent customer service to both our customers and the other parties involved in a claim. In short, we help our customers focus on theirs.   

We’re passionate about throwing company events that bring us together and celebrate each other’s achievements. We’re also big on taking time out to give back to the community and host several volunteer events throughout the year. We believe in a healthy work-life balance.   

Join our team and thrive in an environment that values both efficiency and processes as well as a casual, comfortable atmosphere.  

Essential Functions:

• Review claims in the recovery process to ensure all required work is being completed.
• Review recorded phone calls on the recovery floor to ensure all established expectations are met.
• Report back to Quality Assurance Specialist III with any concerns that need to be addressed for training purposes.
• Provide feedback to the recovery floor regarding missed opportunities
• Be able to make recommendations on current expectations that have not been met while retaining the ability to think differently, unconventionally, or from a new perspective, to find other ways around the issue.
• Work closely with Recovery Managers to provide coaching, development and retraining on call model, compliance and other recovery practices based on evaluation of formal QA monitoring.
• Research new laws, case decisions, and other things that will assist the recovery floor in overcoming current challenges.

Qualifications:

• To perform this job successfully, an individual must be impervious to criticism, and able to be impartial while performing reviews. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Skills and Competencies:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Sound judgment - The capacity to assess situations or circumstances sensibly and to draw sound conclusions.
• Teamwork - The Quality Assurance Specialist must be able to function in a team atmosphere.
• Attention to detail - The Quality Assurance Specialist is responsible for reviewing claims to ensure that all required work has been completed.
• Communication Skills - verbal and written: The Quality Assurance Specialist will be working with other employees on the recovery floor as well as other departments and the ability to have an amicable discussion while explaining the reason for the QA score given.
• Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and demonstrates a keen attention to detail.
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality. Has experience in researching and investigating claims and other information.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Process Improvement—the individual has familiarity with processes currently in place and updating processes when needed.

Education/Experience:

• High school diploma or equivalent required
• Adjuster license required
• Experience in Microsoft Office Software
• Some familiarity with the claims process

Physical and Mental Requirements:

• Communicates clearly and accurately.
• Constantly required to both move and remain in a stationary position.
• Must regularly be able to detect, perceive, identify, recognize, judge, inspect, estimate, observe and assess items, information and objects in an at-home office setting.
• Must have a high-speed internet connection available in your home

Additional Information:

This job description in no way states or implies that these are the only duties to be performed by the incumbent in this position.  The incumbent in this position will be required to follow any other job-related instructions and to perform any other job-related duties request by any person authorized to give instructions or assignments.

CMR is an Equal Opportunity Employer