Claims Quality Assurance Analyst

Rural Mutual Insurance Company is seeking an analytical, detail‑driven Claims Quality Assurance Analyst to support continuous improvement across the Claims department. Reporting to the Manager – Claims Operations and Training, this remote role for a Wisconsin resident helps enhance claim handling quality, compliance, customer experience, and operational efficiency. The Claims QA Analyst partners closely with claims leadership to conduct quality audits, analyze results, recommend solutions, and support action plans that elevate the technical accuracy and consistency of claims handling. If you excel at auditing, problem‑solving, and communicating insights, this is an exciting opportunity to make an impact. Responsibilities: • Conduct quality audit reviews of claim files across multiple lines of business • Create and maintain departmental audit processes, tools, and best‑practice standards • Participate in or lead claim projects, targeted audits, and special initiatives • Prepare and communicate audit outcomes through written reports, PowerPoint presentations, and oral presentations • Lead or facilitate calibration sessions to ensure consistent scoring among Claims leadership • Monitor, analyze, and improve claims performance metrics, including loss control, LAE, customer satisfaction, and adjuster development • Support the development and implementation of customer satisfaction surveys and net promoter score (NPS) programs • Translate audit results into insights and identify key opportunity areas for improvement • Assist in developing and maintaining claim procedure manuals, training materials, and best practices • Collaborate with claims staff and leadership to improve technical and operational performance • Identify system enhancement needs and partner with IT to develop and test improvements • Conduct ad hoc audits based on emerging business needs • Participate in IT testing of processes, procedures, systems, and reports • Support training efforts by presenting technical claims content and audit findings • Build effective working relationships with internal and external business partners • Maintain compliance with company policies and procedures Qualifications: • 5+ years of multi‑line claims handling experience • Bachelor’s degree in Insurance, Business Administration, or a related field preferred; equivalent experience considered • 3+ years of claims auditing experience preferred but not required • Strong written and verbal communication skills • Demonstrated organizational and time‑management abilities • Solid understanding of claims, regulatory expectations, and operational risk • Awareness of insurance industry trends, compliance considerations, and regulatory issues • Strong operational mindset with the ability to identify issues and recommend scalable solutions • Ability to explain complex claim concepts clearly to diverse audiences • Ability to produce clear, grammatically correct written correspondence, reports, and documentation • Demonstrated leadership capabilities, including coaching and accountability • Strong analytical, decision‑making, and problem‑solving skills with keen attention to detail • Skilled in facilitating training sessions, leading meetings, and presenting information • Ability to collaborate effectively across teams while working independently with sound judgment • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with Power BI; ability to learn new tools quickly • Bilingual skills (Spanish, Hmong, etc.) are a plus Compensation: $65,000 - $75,000 yearly

• Conduct quality audit reviews of claim files across multiple lines of business  • Create and maintain departmental audit processes, tools, and best‑practice standards  • Participate in or lead claim projects, targeted audits, and special initiatives  • Prepare and communicate audit outcomes through written reports, PowerPoint presentations, and oral presentations  • Lead or facilitate calibration sessions to ensure consistent scoring among Claims leadership  • Monitor, analyze, and improve claims performance metrics, including loss control, LAE, customer satisfaction, and adjuster development  • Support the development and implementation of customer satisfaction surveys and net promoter score (NPS) programs  • Translate audit results into insights and identify key opportunity areas for improvement  • Assist in developing and maintaining claim procedure manuals, training materials, and best practices  • Collaborate with claims staff and leadership to improve technical and operational performance  • Identify system enhancement needs and partner with IT to develop and test improvements  • Conduct ad hoc audits based on emerging business needs  • Participate in IT testing of processes, procedures, systems, and reports  • Support training efforts by presenting technical claims content and audit findings  • Build effective working relationships with internal and external business partners  • Maintain compliance with company policies and procedures  • Perform additional duties as needed to support departmental and organizational goals 

Compensation:
$65,000-$75,000 per year