Quality Analyst - Franklin, United States - Northwestern Mutual

Northwestern Mutual

Verified Company

Franklin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

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At Northwestern Mutual, we're changing the way people think about financial planning with the scale of a Fortune 100 company.

We're redefining and disrupting the industry while changing people's financial lives with better experiences and better technology. We believe in building inclusive and diverse workplaces, where every voice is heard. Come help us build for the future

What is the role

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The Quality Analyst will work closely with LPE (learning team), business verticals and other cross-functional teams to facilitate the quality program.

You will execute processes to identify inefficiencies and gaps in the quality process to ensure accuracy and compliance and enhance the customer and employee experience through quantitative and qualitative data.

You will provide consultation to other business areas to meet department and cross department goals, by facilitating fact-finding discussions to generate business area action plans.

You will monitor and manage internal projects from initiation through completion, and use formal processes and tools to manage resources, risk, and changes.

This role will perform a mix of duties that may include a combination of calibration, data analysis, independent evaluation and technical assistance.

Primary Duties & Responsibilities

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Evaluator Monitoring/Training

Assess evaluator performance
Assist in managing training processes and or development of training materials for evaluators
Provide training for quality control functions and contributes input into the performance of the evaluation process
Provides quality evaluation coaching to evaluators

Secondary Duties & Responsibilities

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Governance

Regulate and monitor work that's being completed for the Quality Assurance department
Manage a roster of agents and evaluators to meet quality monitoring requirements
Develop, maintain, review, and monitor governance and quality reports

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Calibration

Inspect business area led calibration sessions to ensure adherence to procedure
Maintain reporting and track progress of uncalibrated evaluators
Provide feedback regarding monitoring scores and identify strengths and weaknesses
Identify and track performance trends and provide recommendations and actionable solutions for improvement

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Projects

Participates and/or leads department projects to include input into project status

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Independent Evaluation

Perform quality evaluations in addition to the evaluations business partners are completing and perform adhoc evaluation requests.

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Technical Maintenance

Work with team members to understand and build processes within our technology and to serve as backup for the Business Consultant.

Other Responsibilities

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Partner with peer group and business partners learn business area, while continuing to learn and grow knowledge across the enterprise
Document and assess current state processes within team and other crossfunctional teams.
Assist with taskbased work items in more complex situations
May be responsible for factbased requirement gathering, including all system, technical and intake requests
Assist with coordinating and reviewing test plans for smaller or noncomplex efforts
Independently provide execution on pilot testing as needed
Acts as a facilitator to promote teamwork
Other responsibilities may be assigned as necessary

Qualifications

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Bachelor's degree preferred but Associate degree or combination of education & experience may suffice
Minimum 2 years of CA experience
12 years prior experience/knowledge of business operations/processes to include data analysis, design, documentation, using industry best practices and standards
Experience in one or more tools, such as PowerBI, Microsoft Office, etc.
Outstanding analytical skills and the ability to identify complex problems, to react to changing business needs, and to deliver high quality results
Proven track record to work independently as well as on teams and to collaborate with individuals at multiple levels
Solves problems in straightforward situations; analyzes possible solutions using technical experience, judgment, and precedents
Demonstrated flexibility to adjust to changing business needs by effectively managing and prioritizing large or complex concurrent assignments
Demonstrable ability to negotiate strategically in difficult situations with both internal and external groups to include settling differences
Superb communication skills passionate about facilitation of meetings; ability to deliver insightful, wellorganized documentation and presentations and ability to effectively communicate in difficult and sensitive situations
Knowledgeable in current policies, practices, and ability to anticipate future trends affecting the business unit from a systems and proc