Operations Support Services Specialist

Sedgwick; Madison (WI); On-site; USD 40,000 - 71,000; Full time

Job summary

Sedgwick is seeking a QA/OSS leader to oversee quality assurance, audits, and escalation procedures within Operations Support Services. The role focuses on maintaining SLAs, researching complex issues, and guiding OSS staff on best practices.

Ideal candidates have at least three years in claims management, a Bachelor’s degree, and strong communication, leadership, and analytical skills to drive process improvements and customer satisfaction.

Qualifications

• Three years claims management experience required.
• Bachelor's degree preferred.
• Strong communication, leadership and analytical skills.

Responsibilities

• Leads OSS team and allocates workload to ensure SLAs are met.
• Develops procedures, standards, and metrics for quality.
• Advises on complex issues and supports OSS staff training.
• Tracks quality data and reports findings to management.
• Escalates high-visibility issues and communicates status to customers.

Skills

Communication

Leadership

Analytical skills

Organizational skills

Negotiation

Teamwork

Education

Bachelor's degree

Tools

Microsoft Office

Job description

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Full time

R76580

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work

Fortune Best Workplaces in Financial Services & Insurance

PRIMARY PURPOSE

To support Operations Support Services leadership relating to all aspects of quality assurance; ensure service level agreements are maintained; research and resolve complex technical issues; manage and create escalation procedures; track and monitor issues ensuring a timely resolution; and to perform monthly quality and technical audits.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Provides leadership, direction, and support to a team of OSS colleagues.
• Assigns and monitors workload for OSS colleagues; coordinates project volume and assignments; ensures that processes and procedures are adhered to and that department objectives and Service Level Agreements (SLAs) are met.
• Assists leadership to establish departmental procedures, standards, and metrics.
• Supports OSS Coordinators and OSS Associates by providing advice on handling complex issues.
• Tracks non-compliance issues and monitors through to resolution; acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions.
• Communicates high visibility issues to immediate supervisor.
• Maintains high level of knowledge of applicable claim systems, processes, and procedures to assist in a resolution to customer issues.
• Escalates calls to the appropriate departments as needed.
• Provides status and follow-up information to customers as needed.
• Reviews quality data, conducts audits, tracks quality metrics and reports findings to appropriate management.
• Conducts training for OSS Coordinators and OSS Associates.
• Monitors incoming calls and emails to ensure issues are addressed and resolved in a timely manner.
• Assists leadership to identify and implement process improvement initiatives.
• Assists in interviews of Coordinators and Associates and provides feedback to hiring manager.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Travels as required.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred.

Experience

Three (3) years claims management experience or equivalent combination of experience and education required.

Skills & Knowledge

• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent negotiation skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

COMPENSATION

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is (39,536.00 - 55,350.00 - 71,165.00 USD Annual.)

A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com