Quality Assurance – Client Service and Delivery

Job description

JOB DESCRIPTION

Benefits Accounts provides consumer-driven health care reimbursement technology and services to manage a range of reimbursement accounts (supported by Service center and claims processing capabilities). We expect significant value creation from Accounts directed through Willis Towers Watson’s client base. Our business model reflects IRS Non-Bank Custodian differentiated status, which allows us to hold deposits and earn net interest spread.
The key focus areas of the Associate, Client Operations role include: (i) prerequisite knowledge of Consumer Driven Health Care (CDHC) platforms; (ii) perform monthly Quality Assurance procedures; (iiI) maintain content and recommend changes to QA policies and procedures; (iv) conduct training; (v) provide metrics on quality trends; (vi) update standard operating procedures

This role is ideally located in Tampa, FL within the Willis Towers Watson Office, Benefits Accounts Service Line location.

The Role

• Perform monthly Quality Assurance (QA) procedures; including but not limited to;
o Plan, conduct and document quality review statistics for each applicable team member
o Review Help Tickets from start to completion
o Review incidents and issues from start to completion which may include client emails, Help Tickets and/or JIRA’s
o Individual monthly review of QA scorecard results with each team member
• Review QA processes and procedures to ensure the most effective Help Ticket responses and incident management tools are being utilized
• Identify and conduct training constructed around QA results
• Utilize system and platform expertise to be the Client Delivery Team subject matter expert on product releases which include enhancements and changes to Benefits Accounts products
• Leverage monthly dashboards and metrics to provide trends, training and process and procedure changes
• Review and update all Client Delivery standard operating procedure documents to include changes and enhancements taking place within Benefits Accounts

Requirements

• BA/BS required
• 3+ years of experience
• Subject matter level expertise of the Consumer Driven Heath Care platforms
• Knowledge of tools, concepts and methodologies of QA
• Experience with implementation of corrective action programs
• Product, compliance and industry-specific knowledge
• Strong computer skills including Microsoft Office
• Knowledge of relevant regulatory requirements

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. 

Equal Employment Opportunity:Know your rights.

Unsolicited Contact : Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.