Quality Assurance Specialist

Hub International; Spokane (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

HUB International seeks a Quality Assurance Specialist to ensure broker standards are met across the region. You will audit processes, support Patra/I-support, and perform EPIC data analysis while generating clear reports for leadership.

You will collaborate with teams on process improvements, manage SharePoint workflows, and assist with licensing and surplus lines duties to ensure seamless operations.

Qualifications

• Degree or equivalent experience preferred.
• Epic & Patra procedural knowledge preferred.
• P&C Insurance license preferred.

Responsibilities

• Audits broker standards and quality control procedures.
• Support services (Patra, I-support) and data analysis (EPIC).
• Generate reports and monitor performance metrics.
• Manage SharePoint sites and document workflows.
• Support account transition desk and licensing/surplus lines processes.
• Lead process improvement projects and cross-functional initiatives.
• Coordinate with regional teams across Alaska, Washington, and Oregon.

Skills

Insurance knowledge

Epic & Patra knowledge

Communication skills

Analytical thinking

Project coordination

Education

Degree or equivalent experience

Tools

EPIC

Patra

SharePoint

Job description

ABOUT HUB

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of -a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

THE OPPORTUNITY

This position is responsible for quality control to ensure the broker standards are being met.

Each Quality Assurance Specialist will have a specific area of responsibility, including:

• Auditing, including broker standard audits;
• support services (Patra, I-support);
• EPIC data analysis;
• report generation;
• SharePoint management;
• account transition desk;
• leading projects;
• and, licensing/surplus lines.

DUTIES & RESPONSIBILITIES

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

• Partners with employees, managers, and leadership across all levels to provide guidance, coaching, and operational direction, especially in the utilization of third-party resources - building trust as a collaborative resource for answers, process clarity, and day-to-day support.
• Creates, maintains, and monitors adherence to standard operating procedures, workflows, and organizational standards - ensuring consistency, accuracy, and accountability across the region.
• Actively participates in special project groups, bringing together diverse perspectives to deliver meaningful operational improvements with lasting impact.
• Presents at regional service meetings across Alaska, Washington, and Oregon - delivering clear, confident, and engaging communication on process improvements, training updates, and operational initiatives.
• Identifies training and development needs across the organization through observation, collaboration, and internal audits - recommending improvements to workflows and standard operating procedures as opportunities arise.
• Performs internal audits and share findings with appropriate leadership to ensure quality control of procedures, workflows, and operational communications. Provide feedback on service issues, training gaps, and opportunities to improve performance at the individual, team, or process level - escalating findings to appropriate manager or leader with thoughtfulness and context.
• Initiates and supports change requests to EPIC; maintain working knowledge of the ticketing process and submission requirements

QUALIFICATIONS

• Degree, certification or equivalent experience strongly preferred
• Epic & Patra procedure knowledge preferred
• P & C Insurance License Preferred

KNOWLEDGE / SKILLS / ABILITIES

• 1-2+ years of experience in insurance or experience in analysis in another industry.
• Enthusiasm: must be team-oriented, positive, highly energetic and results-oriented.
• Conscientiousness: must maintain, and achieve, a high standard of professional and personal excellence.
• Demonstrated independent judgement and decision-making
• Strong organizational skills with the ability to multi-task and prioritize, for self as well as for others.
• Proactive approach to problem-solving
• Effective oral and written communication and interpersonal skills
• Accepts responsibility for own actions; reacts well under pressure, follows through on commitments with the ability to meet deadlines in a timely and efficient manner.
• Overall proficiency with hardware, software systems and computer literacy
• Knowledgeable of Hub's processes and is considered an subject-matter expert (SME) in these areas

WORKING CONDITIONS AND PHYSICAL DEMANDS

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to sit; use hands, fingers, and talk or hear. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision on computer monitor.

WHY CHOOSE HUB?

Throughout our network of more than 450 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB