CRC Benefits - Quality Lead (Hybrid)

CRC Group; Texas; On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in the insurance sector is seeking a Quality Lead to oversee quality assurance efforts across service operations. The role involves monitoring performance, driving process improvements, and ensuring exceptional customer service standards. The ideal candidate will possess analytical skills, experience in operations, and a commitment to service excellence.

Benefits

Medical, dental, and vision insurance

401k plan

Paid vacation and sick days

Qualifications

• 5+ years of experience in operations or quality assurance roles.
• Proven track record in analyzing service data and driving operational change.
• Lean Six Sigma certification preferred.

Responsibilities

• Lead QA initiatives for service operations teams.
• Develop dashboards and reports tracking operational metrics.
• Evaluate service processes for improvements.

Skills

Data analysis

Operational change

Communication skills

Excel

Reporting tools

Education

Bachelor’s degree in Business, Operations, or related field

Tools

Power BI

Tableau

Job description

The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

The Quality Lead is a key role responsible for leading the quality assurance efforts across service operations. This individual will monitor performance, drive process improvements, address issues, develop best practices, and ensure high levels of customer service and operational efficiency. The ideal candidate is highly analytical, collaborative, and passionate about service excellence.

KEY RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Quality Assurance Oversight:
  • Lead QA initiatives for service operations teams by developing and implementing quality monitoring standards and procedures.
  • Conduct audits of work performed by customer service, processing, and support teams to ensure accuracy and compliance with policies.
  • Drive issue resolution when production issues arise.
  • Provide actionable feedback and partner with team leads to improve performance outcomes.
• Reporting & Performance Analytics:
  • Develop and maintain dashboards and reports that track key operational metrics and quality trends.
  • Analyze data to identify patterns, root causes of issues, and areas for improvement.
  • Present insights and recommendations to leadership and cross-functional teams.
• Best Practice Development:
  • Collaborate with service leaders to identify and document standard operating procedures and best practices.
  • Facilitate knowledge sharing and training to ensure consistent execution across teams.
• Process Improvement:
  • Evaluate end-to-end service processes and identify opportunities to streamline workflows, reduce errors, and improve turnaround times.
  • Partner with stakeholders (e.g., IT, training, operations leaders) to implement enhancements and track results.
• Interdepartmental knowledge sharing and partnership:
  • Actively engage with peers across various business units to exchange insights, align on shared goals, and collaboratively identify and apply best practices that enhance efficiency and consistency across functions.
    

EDUCATION AND EXPERIENCE

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 equivalent work experience in Business, Operations, or a related field. (required)
• 5+ years of experience in operations, quality assurance, or process improvement roles—preferably in the insurance, benefits, or financial services industry (required)

CERTIFICATIONS, LICENSES, REGISTRATIONS

• None

FUNCTIONAL SKILLS

• Proven track record of analyzing service data, building reporting tools, and driving operational change.
• Excellent written and verbal communication skills.
• Proficiency in Excel, reporting tools (e.g., Power BI, Tableau), and process documentation.
• Preferred: experience in BenefitMall service operations.
• Lean Six Sigma certification a plus.

General Description of Available Benefits for Eligible Employees of CRC Group: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of CRC Group offering the position.CRC Group offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. Depending on the position and division, this job may also be eligible for restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

CRC supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC is a Drug Free Workplace.

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