Life Insurance Claims Quality - Operations Support Analyst

DXC Technology; United States; Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

DXC Technology is seeking a detail-oriented Life Insurance Claims Quality & Operations Analyst to support QA and operational excellence within a life insurance claims BPO environment. You will review claims for accuracy, verify documentation, and ensure compliance with procedures and client requirements.

Responsibilities include audits, root-cause analysis, and reporting to drive improvements in processing quality.

Qualifications

• Hands-on experience in life insurance claims processing and quality auditing.
• Familiarity with quality scorecards, error classification, and performance reporting.
• Strong analytical skills and attention to detail to identify root causes.
• Excellent written and verbal communication for feedback to operations.
• Proficiency in Excel and quality tracking tools.

Responsabilités

• Audit life insurance claims files for accuracy and compliance with procedures.
• Identify gaps and document audit findings; classify by severity.
• Prepare quality reports and summaries for management and client reviews.
• Collaborate with Claims Operations, Training, Compliance to drive improvements.
• Escalate significant quality issues to appropriate operational leaders.

Connaissances

Life insurance claims processing

Quality auditing

Analytical thinking

Attention to detail

Communication skills

Outils

Excel

Quality scorecards

Description du poste

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.

DXC's Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

We are seeking a detail-oriented Life Insurance Claims Quality & Operations Analyst to support quality assurance and operational excellence within a life insurance claims BPO environment.

This role focuses on reviewing life insurance claims transactions, evaluating processing accuracy, verifying documentation, and ensuring compliance with established procedures, client requirements, and operational quality standards. The analyst will conduct claims audits, assess processing errors, analyze quality trends, perform root-cause analysis, and recommend corrective actions to improve accuracy, reduce rework, and enhance overall service delivery.

Working closely with Claims Operations, Training, Compliance, and management, this individual will help strengthen operational controls, promote consistent claims-processing practices, and support continuous improvement initiatives.

Key Responsibilities

1. Life Insurance Claims Quality Auditing

• Review completed and in-progress life insurance claims files for accuracy, completeness, and compliance with established procedures.
• Audit claims examiner and processor work against defined quality standards, client requirements, and operational guidelines.
• Verify the completeness and accuracy of claim documentation, policy information, beneficiary details, and supporting records.
• Review claim decisions and confirm that they are appropriately supported by documentation and applicable procedures.
• Validate claim coding, payment calculations, and required approvals before claim payment or final disposition.
• Identify gaps in claims processing and ensure audit findings are documented accurately.

2. Error Identification & Quality Evaluation

• Identify and document errors, documentation deficiencies, and deviations from established claims-processing procedures.
• Classify findings by severity, including critical, major, and minor errors, based on applicable quality guidelines.
• Distinguish among financial, procedural, documentation, compliance, and customer-service-related errors.
• Evaluate claims transactions using established quality scorecards and audit criteria.
• Provide clear, constructive feedback to operations teams regarding audit results and areas for improvement.
• Escalate significant or recurring quality issues to the appropriate operational leaders.

3. Quality Reporting & Root-Cause Analysis

• Maintain accurate records of audit results, quality scores, and identified errors.
• Analyze quality trends to identify recurring processing issues and opportunities to improve accuracy.
• Perform root-cause analysis to determine the underlying causes of errors, rework, and inconsistent processing.
• Prepare quality reports and summarize key findings, performance trends, and improvement opportunities for management and client reviews.
• Participate in quality calibration sessions to ensure consistent interpretation and application of audit standards.

4. Operations Support & Process Improvement

• Partner with Claims Operations, Training, Compliance, and management to address quality gaps and implement corrective actions.
• Recommend improvements to claims workflows, procedures, and operational controls to reduce processing errors and rework.
• Support the development and maintenance of standard operating procedures (SOPs), job aids, checklists, and quality guidelines.
• Assist operational teams with quality-related questions and the implementation of updated procedures.
• Identify opportunities to improve processing efficiency, documentation quality, and adherence to client requirements.
• Contribute to continuous improvement initiatives that enhance operational performance and the experience of policyholders and beneficiaries.

Required Qualifications & Experience

• Hands-on experience in life insurance claims processing, life insurance operations, claims administration, or quality auditing of insurance transactions.
• Understanding of life insurance claims procedures, including claim documentation, policy review, beneficiary verification, and claim payment processing.
• Experience reviewing transactions for accuracy, completeness, procedural compliance, and adherence to quality standards.
• Familiarity with quality scorecards, error classification, audit documentation, and performance reporting.
• Strong analytical skills, attention to detail, and the ability to identify patterns and investigate the root causes of errors.
• Effective written and verbal communication skills, including the ability to explain audit findings and provide constructive feedback.
• Proficiency in Microsoft Excel and other tools used for quality tracking, reporting, and data analysis.
• Ability to manage multiple priorities and meet deadlines in a fast-paced operational environment.

Preferred Qualifications

• Experience working in a life insurance BPO, third-party claims administration, or shared services environment.
• Experience participating in quality calibration sessions, operational performance reviews, or corrective action initiatives.
• Familiarity with continuous improvement practices and operational quality metrics.
• Experience supporting client quality reviews, operational audits, or service performance reporting.

Ideal Candidate Profile

The ideal candidate has a background in life insurance claims operations and understands how insurance claims should be reviewed, processed, documented, and evaluated. They are comfortable auditing transaction-level work, identifying processing errors, interpreting quality standards, and partnering with operations teams to improve performance.

Candidates whose experience is exclusively in software testing, application testing, test automation, or IT quality assurance, without relevant insurance operations or claims experience, are not the target profile for this position.