Quality Assurance Analyst

About the Company

Aflac, a Fortune 500 company renowned for voluntary insurance products that provide direct cash benefits to policyholders, is widely recognized as one of America's most trusted brands. They have been honored as one of Fortune’s 50 Best Workplaces for Diversity and one of the World’s Most Ethical Companies by Ethisphere.com.

The role reports to the PLADS division and is based remotely from Shelton, CT, with occasional requests to visit the office communicated in advance.

Role Purpose and Responsibilities

• Monitor key quality indicators proactively and implement measures to reduce any deficiencies.
• Identify and address gaps in service channel processes, instituting solutions to enhance performance.
• Prepare regular reports detailing quality metrics and volumes.
• Mitigate negative impacts that could affect business retention and success.
• Provide technical expertise on process standards to support project delivery within approved practices.
• Conduct reviews and investigations of data practices to detect compliance issues and propose recommendations.
• Collect and analyze operational data independently using standard tools to inform departmental decision-making.
• Evaluate project deliverables and processes to find areas for improvement.
• Plan and perform data and metric reviews using standard methodologies to identify weaknesses and advise on corrective actions.
• Review information and offer guidance to internal clients regarding procedural and regulatory compliance.
• Maintain thorough audit trail documentation to protect the organization and promote consistency in business delivery.
• Perform additional duties as assigned to support operations.

Qualifications and Experience

• Bachelor’s degree in Healthcare, Business Administration, or related discipline.
• Minimum of three years of relevant professional experience, or an equivalent combination of education and experience.

Key Skills and Knowledge

• Understanding of state and federal Family and Medical Leave Act (FMLA) regulations.
• Familiarity with medical disability management preferred.
• Strong grasp of regulatory compliance requirements.
• Advanced verbal and written communication and interpersonal abilities.
• Collaboration skills to effectively work with various internal teams, including leadership.
• Proficiency with Microsoft Office Suite applications.
• Excellent analytical, problem-solving, and investigative capabilities.
• Keen attention to detail and a strong commitment to quality.
• Ability to adapt and learn quickly in a fast-paced work environment.

Values for Success

• Acting with integrity.
• Effective communication.
• Commitment to self-development.
• Customer service orientation.
• Support for organizational change and goals.
• Cultural competency in working with diverse populations.

Compensation and Benefits

The salary for this position ranges from $60,000 to $85,000 annually. The offer depends on various factors including education, experience, licensure, certifications, geographic location, and peer compensation market data. Typically, initial offers are not at the top of the range to allow for future growth.

Additional benefits include medical, dental, and vision coverage, prescription drug benefits, flexible spending accounts for health care and dependent care, company-paid supplemental policies such as accident and critical illness insurance, access to 401(k) plans, annual bonuses, and opportunities for company stock purchases.

Employees are eligible for 11 paid holidays each year, up to 20 days of paid time off usable for any reason, and applicable state-mandated sick leave and other leaves of absence in support of physical, financial, and emotional health needs. The company complies with all relevant leave laws including sick leave, safe leave, adoption, and parental leave across applicable states and localities.