Job Description – Quality Analyst Purpose: The Quality Management Team (QMT) is responsible for the development (governance), implementation (execution), and management of the quality management system (QMS) and promoting a quality culture throughout the organization. The QMT oversees the responsibilities of quality monitoring, thus improving the customer experience, reducing the total cost of defects and errors, establishing quality in our products and processes, and continually seeking to improve the effectiveness of the company’s QMS. Roles & Responsibilities: Evaluates operations from a strategic level, monitoring that products and services meet quality standards. Collaborates with management and senior staff across departments and roles to establish organizational and departmental quality standards. Develops and teaches quality procedures, processes, programs, and best practices that support continuous improvement of the QMS. Ensures strong lines of communication and working relationships are always maintained across the organization, developing trust and accountability. Conducts industry benchmarking analyses specific to quality, and recommends improvement initiatives. Periodically reports on the status of quality processes and outcomes of Root Cause Analysis to executive leadership and, when required, regulatory agencies. Analyzes existing business processes to identify impediments to quality, flow, and failure modes, collaborating to remove rework and complexity that hinder efficient and effective processes and a lack of quality. Liaises with senior leaders, business process owners, business partners, and associates, to share findings, identify business improvement activities, and develop holistic solutions that solve business problems and address root-cause findings, in the most efficient and effective way, while maintaining adequate quality. Oversees the PQG Training Program, including responsibility for developing the organization’s quality learning and development strategy. Manages the PQG Community of Practice, updating members on key priorities, messaging, and training to be shared and disseminated throughout the organization, and managing quality projects in progress. Leads and participates in proactive continuous improvement and quality focused activities. Drives continuous employee awareness and feedback on quality initiatives, as well as an effective communication and training strategy that includes developing a quality specific reward and recognition program. Supports business units in identifying key quality metrics that should be measured and monitored. Manages and leads the root-cause-analysis framework and resolution processes, to include the designing, documenting, and maintaining organizational standards, processes, and procedures specific to quality and the root-cause resolution frameworks used throughout the organization. Agrees (through governance and collaboration) on the prioritization of issues for further evaluation using industry prioritization and evaluation techniques. Tracks and maintains a database of quality issues, root-cause analyses, recommendations, and business improvement plans to ensure the desired outcomes have been met. Performs other related duties as assigned. Required Technical Skills: Understanding of and experience in implementing Shingo or similar quality frameworks. Belting certifications in Lean and/or Six Sigma must be obtained within 12 months of joining the team. Action oriented, being able to see and think outside the box and challenge the status quo. Excellent root cause analysis skills – including but not limited to knowledge and experience of RCA techniques and methodologies (6 Sigma, Lean), and help the appropriate divisional personnel to do the same. A pro-active and analytical approach to problem solving. Strong interpersonal and communication skills (both verbal and written). Good negotiating and influencing skills at all levels. Strong project management skills. The ability to facilitate change. Quality Analyst Supports the execution of American Modern’s quality and root cause frameworks by having proficient knowledge of AMIG products, systems, and processes obtained through training and hands-on experience. Successfully executes the daily operational functions related to quality and root cause analyses. Ability to apply knowledge and skills to improve operational and quality excellence through collaboration and communication, while recognizing when and where process improvements are needed and quality deficiencies exist through quality assurance and root cause analysis. Demonstrates the ability to perform straight-forward root cause analysis, analyze issues, and develop procedural changes to effectively address them. A proven record of accomplishments in addressing complicated and sometimes inconsistent information to effectively solve problems. Assists in the execution of the Quality Training Program, the Community of Practice, and key communication initiatives specific to quality. Role Title: Required: Preferred: Sr. Quality Analyst Lean Six Sigma Green Belt Bachelor’s degree or equivalent work experience 2 or more years of Quality Management, Market Conduct, Testing and Monitoring or Audit experience Project lead experience Skilled in Microsoft Office Suite Strong analytical skills Advanced understanding of AMIG’s key processes Proven ability to develop strong internal relationships Industry certification/designations including ARM, CRMA, MCM, CCEP, CIA, SCLA and CPCU Advanced Degree 3 years insurance industry experience Fundamental knowledge of AMIG products, systems, and processes Knowledge of Quality Management System tools, continuous improvement methodologies (6Sigma, Lean) Quality Analyst Lean Six Sigma Green Belt Bachelor’s Degree or equivalent work experience in insurance or financial services Skilled in Microsoft Office Suite Prior Quality Assurance experience Strong Analytical skills Fundamental understanding of AMIG’s key processes 2 years Insurance industry experience Industry certification/designations including SCLA, INS, and CPCU Project lead experience Experience in developing strong internal relationships Fundamental knowledge of AMIG products, systems, and processes
