Location(s)
Chesterfield, Missouri
Details
Kemper is seeking a Quality Assurance Representative to join our Policy Administration team in Chesterfield. This role is responsible for evaluating the quality and accuracy of work performed across Policy Administration, including billing, payments, policy servicing, and other operational functions.
The Quality Assurance Representative plays an important role in helping us deliver an exceptional customer experience by ensuring work is completed accurately, efficiently, and consistently. This role goes beyond identifying errors. It uses quality results, data, and performance trends to understand why issues occur and identify opportunities to prevent them from happening again.
The ideal candidate is naturally curious, detail oriented, and interested in understanding the reasons behind how work gets done. You will work closely with department leaders, supervisors, subject matter experts, training partners, and other stakeholders to turn quality insights into actionable improvements that strengthen processes, employee performance, and the customer experience.
Key Responsibilities
- Perform quality reviews of completed work across Policy Administration, including billing, payments, and policy servicing, using established quality standards and tools.
- Evaluate work for accuracy, compliance, consistency, and adherence to established procedures and service expectations.
- Analyze quality results to identify trends, recurring issues, root causes, and opportunities for improvement at both the individual and team level.
- Translate quality findings into actionable insights and recommendations for department leaders, supervisors, and other stakeholders.
- Identify training and knowledge gaps and partner with leadership, subject matter experts, and training partners to develop solutions that improve performance.
- Participate in the development, calibration, and continuous improvement of quality standards, review criteria, and monitoring processes.
- Develop and maintain quality reporting, trend analysis, performance metrics, and documentation of findings and follow up actions.
- Recommend and support process improvements that increase accuracy, efficiency, consistency, and the overall customer experience.
- Support the development and maintenance of standardized workflows, procedures, training materials, and job aids based on quality findings and process changes.
- Participate in department initiatives, process improvement efforts, and special projects as assigned.
What We’re Looking For
- 2+ years of experience in quality assurance, operations, insurance, billing, customer service, policy administration, or a related financial services environment.
- Experience performing quality reviews, analyzing operational data, or identifying process improvement opportunities preferred.
- Associate or bachelor's degree preferred. Equivalent combination of education and relevant experience may be considered.
- Strong analytical and critical thinking skills with the ability to identify patterns, investigate issues, and determine root causes.
- Strong attention to detail and commitment to accuracy.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to interpret data and translate findings into clear, actionable recommendations.
- Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines.
- Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, OneNote, and Outlook.
- Ability to work independently while collaborating effectively across teams.
- Ability to adapt to changing priorities and quickly learn new processes and systems.
- A continuous improvement mindset and willingness to respectfully challenge existing processes when opportunities for improvement are identified.
What Success Looks Like
Success in this role is about more than completing quality reviews. You will help Policy Administration:
- Identify and prevent recurring errors rather than simply reporting them.
- Use quality data and trends to help leaders make informed decisions.
- Strengthen training and employee development by identifying meaningful knowledge and skill gaps.
- Improve processes and procedures to make work easier, more efficient, and more consistent.
- Promote accountability and ownership for quality throughout the organization.
- Improve the customer experience by helping prevent errors, rework, delays, and unnecessary customer contacts.
Why Join Us?
At Kemper, you will have the opportunity to make a measurable impact on both our operations and the customer experience. Your observations, analysis, and recommendations can directly influence how work gets done and help shape the future of our Policy Administration organization.
We value collaboration, curiosity, continuous improvement, and employees who are willing to look beyond the status quo to find better ways of working. You will have opportunities to partner with leaders and teams across the organization, expand your expertise, and contribute to initiatives that improve how we serve our customers.
Kemper offers competitive compensation, a comprehensive benefits package, opportunities for professional growth and advancement, and a supportive work environment. Depending on business needs and role requirements, flexible scheduling and hybrid work opportunities may also be available.
If you enjoy solving problems, analyzing data, improving processes, and turning insights into meaningful action, this could be a great opportunity to make a difference.
