Assurant

Manager, Quality Assurance & Escalations

Assurant • $88K — $147K *
New York, NY 10025In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years in customer service, quality, or regulatory compliance
  • 5+ years in a supervisory or leadership role
  • Strong understanding of client contracts, operations, and services
  • Excellent verbal and written communication skills
  • Team-oriented with the ability to collaborate across all levels
  • Strong critical thinking and independent decision-making skills
  • Effective multitasking in a fast-paced, deadline-driven environment

Responsibilities

  • Direct and oversee internal audit performance based on client and regulatory requirements
  • Manage complaint management ensuring regulatory deadlines are met
  • Lead quality monitoring programs as the primary expert
  • Assess and enhance performance of claims and contact center teams
  • Establish and communicate team performance metrics and goals
  • Design and deliver training to address department needs
  • Support automation of quality and escalation processes

Benefits

  • Access to comprehensive health and wellness benefits
  • Opportunities for career growth and development
  • Flexible work environment to support work-life balance
  • Engagement initiatives to promote team collaboration
  • Regular performance coaching to enhance individual and business growth
Full Job Description
The Manager, Quality Assurance & Escalations, is responsible for oversight and effective management of the Quality Team who handles client and customer interactions as well as oversight of the Escalations team who handles customer, executive & regulatory complaints. This position is responsible for driving customer experience with a strong focus on consistency, adherence and optimization opportunities. They will be a Team Champion, building and promoting an improved framework for monitoring, tracking and reporting, which will serve to support the Customer Experience.

What will be my duties and responsibilities in this job?

Operational Effectiveness
  • Develop and direct the performance of internal audits based on client, regulatory and internal requirements, including the development of audit procedures, controls and assessment or risks, analysis of records, reports, regulations and operating practices and procedures, and remediation plans
  • Develop and direct the performance of our complaint management ensuring regulatory deadlines are met, including the development of controls and assessment or risks, analysis of records, reports, regulations and operating practices and procedures, and remediation plans
  • Manage quality monitoring program and serve as the primary expert on the program.
  • Lead a team to assess and monitor the performance of the claims and contact center and identify improvement opportunities and recommendations.
  • Develop and maintain accurate standards & guidelines for the quality program, enforcing Assurant policies and ensuring consumer satisfaction throughout the quality process.
  • Serves as a liaison between quality team and other key stakeholders on the program (site mgmt. & AE).
  • Establish and communicate individual team performance metrics and goals.
  • Demonstrate leadership and interpersonal skills to build trust and credibility.
  • Support opportunities to build automated solutions for quality and escalation processes, tracking results and creating dashboards.
  • Designs, develops, and delivers training to meet department needs.


Process Management
  • Ensures departmental standards are monitored.
  • Makes recommendations for modifications as needed.
  • Ensures all processes are up to date and documented.
  • Responsible for ensuring the systems that are used are the most efficient and gather the needed information for the team's success


Build Organizational Talent - Models and applies core and leader role competencies by:
  • Drive individual and business growth and performance through regular coaching and development of team members.
  • Creating SMART Performance Plans for staff by due dates; modifying goals throughout the year to meet shifting priorities.
  • Ensuring each employee clearly understands their role expectations and job responsibilities.
  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Creating Development Plans for all team members and providing appropriate guidance.
  • Coaching and guiding staff members on performance and development.
  • Managing employee engagement to ensure satisfactory engagement scores.
  • Communicate effectively and align employees to our strategy and focus areas
  • Appropriately involve employees in idea generation and decision making.


What are the requirements needed for this position?
  • 5+ years of professional experience in customer service, quality or regulatory compliance
  • 5+ years supervisory or leadership experience
  • Strong understanding of client contracts, operations, company products & services
  • Strong communication skills, both verbal and written
  • Team player, able to work with people at all levels
  • Able to work independently, prioritize workload, multitask and follow-up as necessary in a fast-paced, deadline-oriented environment
  • Independent decision making and critical thinking


What other skills/experience would be helpful to have?

Knowledge of:
  • Call center and vendors
  • Principles and processes for providing customer services
  • Ability to work under tight deadlines requiring creative thinking and high problem-solving skills.
  • Ability to work on multiple projects simultaneously, making decisions based on incomplete or non-existing information.
  • Ability to identify growth opportunities.
  • Build relationships with clients and internal associates.
  • Ability to process time sensitive data and information from multiple sources, make decisions and communicate actions.
  • Strong implementation project management skills


ENT3251 - Mgr, Quality Assurance & Escalations

Job Grade
12

Pay Range:
$88,000.00 - $147,000.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

About Assurant

The Warranty Group is the world’s premier provider of extended service plans and related benefits, with operations in 33 countries and 1800 employees. We have $5 billion in assets with almost $2 billion in revenues (2010). Our wholly-owned subsidiary, Virginia Surety Company, Inc., is rated "A-" Excellent by AM Best Company, as is our UK based company, London General Insurance. By providing underwriting, claims administration and marketing expertise, The Warranty Group is a global single-source solution for manufacturers, distributors and retailers of consumer goods including autos, homes, consumer electronics, medical devices, furniture and appliances as well as financial institutions. We partner with our clients to drive revenue through customer acquisition and retention, while providing financial modeling and regulatory services. The Warranty Group is a unit of Onex Corporation (TSX:OCX), one of Canada's largest publicly-held companies with assets of $40 billion, revenues of $35 billion, and 212,000 employees worldwide(2011).

Assurant Careers

Joining Assurant means becoming part of a team that is committed to supporting your career growth and innovation in the insurance sector. As a global provider of risk management solutions, Assurant is where professional aspirations meet opportunities for real impact.

Work You’ll Do

At Assurant, you’ll be part of a culture that cherishes diversity and is grounded in our commitment to helping you thrive. We offer a variety of job opportunities that allow you to bring your whole self to work every day. From entry-level positions to leadership roles, Assurant is keen on hiring top talent to drive our mission forward.

Explore Our Job Opportunities

Whether you're looking for a full-time position or an internship, Assurant provides a platform to enhance your skills and push the boundaries of what's possible. With a focus on innovation and leadership, our team is constantly looking for ways to foster growth and improve our services.

Professional Growth and Development

Assurant is dedicated to your professional development. We provide comprehensive benefits and diversity training that ensure you have the tools needed for success. Our leadership programs are designed to cultivate your skills and help you ascend in your career through a variety of learning and networking opportunities.

Join Our Team

Assurant is not just a company; it's a community. We are committed to building a team that reflects our values of respect and inclusivity. Our hiring process is straightforward and respectful, designed to assess your skills and ensure a good fit for both parties. Prepare your resume, ace the interview, and join a team that’s ready to support you from day one.

Innovation at Assurant

At the heart of Assurant’s operations is a drive for innovation. Our employees are encouraged to think big and work together to solve challenges. This collaborative environment is ideal for those who are solution-driven and eager to make an impact in the industry.

Stay Connected

Discover more about the exciting career opportunities at Assurant by visiting our Jobs and Careers page. Stay up to date with the latest company news, and don’t miss out on the chance to become part of a leading global provider in risk management solutions.

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Learn more about Assurant
Size
15,600 employees
Market Cap
$6.4 billion
Industry
Finance & Insurance
Net Income
$441.8 million
Founded
1892
5 Year Trend
+6.2%
Revenue
$10 billion
NASDAQ
AIZ
* Ladders Estimates

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