Auto Claims Quality Analyst

3 months ago

Richardson, United States Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

In the Claims Quality Analyst role, you will be responsible for training and development of Claim Adjusters and Leadership. Working across the Claim Management team to identify performance trends and develop action plan to close gaps in performance. Will serve as a functional expert in Auto Claim handling best practices, technology enablement, and customer experience.

In this role, you will work with the Leadership team and Training Team to identify training needs and create the training material and conduct training sessions. In addition, design the feedback mechanisms with the QA team to measure and ensure adoption of training and growth all claim staff.


Responsibilities

• Conduct thorough and comprehensive quality reviews of fast-track low complexity auto claims to ensure compliance with company policies, procedures, and regulatory requirements.

• Evaluate claims files for accuracy, completeness, and adherence to established guidelines, including but not limited to coverage analysis, liability determination, damage assessment, and settlement evaluation.

• Identify errors, discrepancies, and areas of improvement in claim handling through detailed analysis and assessment of claims documentation, including recorded statements, estimates, photographs, and other supporting evidence.

• Provide timely and constructive feedback to claims adjusters on their performance, highlighting areas of strength and opportunities for improvement.

• Collaborate with claims management and training teams to develop and deliver training programs and resources to address common errors, knowledge gaps, and quality improvement initiatives.

• Maintain accurate records and documentation of quality reviews, findings, and coaching sessions.

• Track and analyze quality performance metrics and trends to identify patterns, areas of concern, and opportunities for process enhancements.

• Participate in calibration sessions and meetings with claims adjusters and other stakeholders to ensure consistency and alignment in quality standards and expectations.

• Stay updated with industry trends, best practices, and regulatory changes in auto claims handling to incorporate relevant updates into quality assurance processes.

• Collaborate with cross-functional teams to develop and implement quality improvement initiatives, process enhancements, and best practices to optimize claim handling efficiency and customer satisfaction.


Qualifications we seek in you

Minimum qualifications

• Bachelor's degree in a relevant field or equivalent work experience.

• Minimum of 3-5 years of experience in auto claims handling, preferably with expertise in fast-track low complexity claims.

• Strong knowledge of auto insurance policies, coverage, and regulatory requirements.

• Proven experience in quality assurance or quality control in the insurance industry, with a focus on claims handling.

• Attention to detail and exceptional analytical skills to identify errors, discrepancies, and areas for improvement in claims files.

• Excellent written and verbal communication skills to provide clear and constructive feedback to claims adjusters.

• Proficiency in using claims management systems and tools to review and evaluate claims files.

• Ability to work independently and efficiently, managing multiple tasks and priorities simultaneously.

• Strong problem-solving skills and the ability to propose practical solutions to enhance claim handling processes.

• Commitment to maintaining confidentiality and integrity in handling sensitive claims information.

• Must have willingness to roll-up your sleeves and put in the work as needed alongside adjuster teams.


Preferred Qualifications

• Maintain adjuster license(s) as required by state regulations

• Experience managing a team or handling fast track/low touch claims

• Bilingual

• Insurance Designation(s)

• Lean Six Sigma Certification(s)


Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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