Job Title: GCC Q uality Assurance s enior quality a nalyst / quality a ssociate
Since 1851, MassMutual's commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity & inclusion . We're people helping people. A career with us means you will work alongside exceptional people & be empowered to reach your professional & personal goals. Our employees are the foundation of what makes MassMutual a strong, stable, and ethical business. We seek , value unique &varied perspectives &experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.
About the role:
Responsible for adhering Quality Assurance and Quality Control services for aligned business processes . Manages the QA/QC activities for Ops teams while identifying automation, efficiency and non-value adds from the processes in the aligned line / s of business. Collaborates effectively with delivery lead /Management to implement best in class QA/QC practices, add value with Domain and technical expertise from QA perspective. Strives to achieve organization goals for QA organization transformation and optimization, ensures that the KPI's and service levels are maintained effectively.
Responsibilities:
QA and QC roles
- Support in d evelop ing & maintaining Quality Control and Assurance framework for aligned business areas
- Adhere the Quality Framework and guidelines by meeting the defined standards
- Conduct day to day monitoring for the processes and share feedback
- Active participation on Updates/Transitions and other process related meetings and own QA related actions
- Identify non-value add from the processes by analyzing defects trends, V oice of the customer or Process requirements
- Measure, Improve and Control quality metrics and KPI's
- S upport in external audits/certifications like ISO, COPC, FCA & CMMI for the department
- Experience in Risk management, Quality Assurance, Business Compliance, Lean Six Sigma, Business Analytics, Process Improvement, Automatons, C.O.P.C., Value Stream Mapping, Risk Management and Process migration in Insurance domain would be an added advantage.
Process and Governance:
- Conduct calibration sessions with operations and training team
- Own and Implement best in class QA practices aligned to enterprise development practices
- Own the reporting of KPI's and Metrics at LOB level to Delivery leaders and COE stakeholders
- RCA and Continuous Improvements to achieve optimization goals
- Support Audits and Compliance on business processes and artifacts
People :
- Feedback to Ops team members based on the transaction monitoring
- Building rapport and maintaining a friendly demeanor.
- Empathy and patience for handling diverse customer situations.
Skills Required :
Excellent verbal and written communication (Mandatory) . Clear and concise verbal communication.
Ability to adapt tone and language based on the audience. Active listening to understand and address customer needs.
Sound understanding of MS Office, specifically Excel (Mandatory )
Understanding of QA methodology in previous roles (Desired)
Education and experience :
Any Graduation
Minimum (0-2 Years for Quality Analyst) of overall experience preferably in US Insurance/Healthcare or Financial Services
