Quality Assurance Analyst (e-sMMArt)

The Quality Assurance Analyst will play a crucial role in ensuring the accuracy, efficiency, and effectiveness of the benefit administration system(s) and call center day-to-day operations. This position will involve evaluating and monitoring the quality of processes, systems, and evaluating and monitoring various aspects of e-sMMArt operations to identify areas for improvement and ensure compliance with established standards and regulations.

Your goals. Your ambitions. Your definition of success. At MMA, we believe nothing should stand in your way of making these a reality. As an MMA colleague, you’ll get personal and professional development opportunities, a driven and entrepreneurial team-oriented environment, and leaders at all levels who are committed to maintaining high levels of colleague engagement.

As a part of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in risk, strategy, and people, MMA colleagues are part of a network of resources and expertise that sets our organization apart from the competition.

What can you expect?

Opportunities for personal and professional growth and development.Colleagues at MMA Southeast don’t simply work together; we challenge each other to push further, think smarter, and love what we’re doing together. Our shared purpose is to be there for our clients in the moments that matter.

We will count on you to

Conduct regular audits and assessments of processes, systems, and deliverables to ensure compliance with quality standards, policies, and procedures.Identify and document any deviations or non-compliance issues and provide recommendations for corrective action.Collaborate with management to develop and implement QA strategies, methodologies, and best practices.Track and analyze key performance indicators (KPIs) related to system performance, call center metrics, and customer satisfaction.Identify trends, patterns, and areas of improvement based on data analysis, and provide actionable insights to management.Collaborate with benefit specialists and technology team to identify process gaps, inefficiencies, and areas for improvement within the benefit administration system(s) and call center operations.Propose and assist with implementing process enhancements, automation, and quality control measures to optimize system performance and customer experience.Assist with training and provide coaching to benefit specialists and technology team on quality standards, best practices, and compliance requirements.Provide regular feedback and performance assessments to management to ensure adherence to quality standards and continuous improvement.

What you need to have

Bachelor’s degree or equivalent experience preferred, but not required.Strong knowledge of quality assurance methodologies, tools, and best practices.Excellent analytical and problem-solving skills, with the ability to identify patterns and trends.Detail-oriented with a focus on accuracy and precision.Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.Advanced in Microsoft office: Word, PowerPoint, Excel and Adobe and Acrobat required. Demonstrated ability to collaborate and work in a team environment.Effective interpersonal, communication-verbal and written skills are highly desired.Must have Life & Health license or obtain within 90 days of employment

What makes you stand out

Minimum of 3 years of experience in benefits insurance, Human Resources, or a related field is preferred.A shared commitment to company values; Integrity, Collaboration, Passion, Innovation, Accountability

What is in it for you?

Medical, dental & vision insurance401K and company match programCompany-paid Life and Disability offeringsEmployee Stock Purchase Plan (ESPP)Generous Paid Time Off (PTO) programsPaid Parental LeaveVolunteer paid time off (VTO)Career mobilityPet insuranceEmployee Resource Groups (ERGs)Continuing education and training opportunities

MMA encourages all its colleagues to pursue dreams without limits. We promote curiosity and creativity. We gain new insight from diverse thinking and take risks on new ideas. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.

We further believe a business culture that supports a healthy, safe work environment does so by offering the right benefits, programs, policies and opportunities to keep colleagues engaged and productive including: health and welfare, tuition assistance, 401K, employee assistance program, volunteer opportunities, and other programs. Our organization is no exception. MMA was named a 2021 Top Workplace for cultural excellence in the areas of professional development, DE&I practices, and employee well-being.

Marsh McLennan and its Affiliates are EOE Minority / Female / Disability / Vet / Sexual Orientation / Gender Identity employers.

At MMA, your future is limitless. For more information about our company, please visit us at: http://marshmma.com/careers .

#MMASE