Lead QA Audit Analyst

Company: JM Family
Location: Deerfield Beach
Posted on: April 8, 2021

Job Description:

JM&A Group is one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For nearly 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Groups competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice. The primary functions of this position will be to review/audit the accuracy of paid Gap claims and paid Mechanical claims as well as Customer Service delivery on incoming phone calls (the methods of how these functions are reviewed will vary). Another primary function will be to maintain and complete MAR and Audit controls for the Ops Analytics & Admin Department. The purpose of this role is to ensure accurate claims adjudication through the effective use of audit best practices and to minimize errors and/or financial impacts to the business. The role will also be responsible for guiding the department through audit/QA best practices to enhance the performance of audit functions. Position Responsbilities: To maintain all MAR and audit Controls and Narratives for the Ops Analytics & Admin Department. Also responsible for working independently with the MAR department to review all controls and Narratives and to collaborate on potential modifications. (35%) To review Customer Service phone calls to ensure that the appropriate customer service was delivered and that policies and procedures were followed. This review will be done by listening to the phone calls as well as creating and maintaining analytical reporting utilizing the Speech Analytics functionality within the Contact Center Management system. (20%) To review paid Mechanical Claims to ensure that they were adjudicated and paid in accordance with policies and procedures. (15%) To review paid Gap Claims to ensure that they were adjudicated and paid in accordance with policies and procedures. (15%) To work on special Quality Assurance and Analytical projects as needed. (15%) Must be quality minded, detail-oriented, organized, and able to make decisions regarding quality standards while demonstrating the ability to analyze, evaluate and incorporate changes Must always have excellent business judgment and be able to maintain confidentiality. Must have the ability to influence without authority especially when communicating audit results to department leadership. Ability to communicate quality issues clearly and effectively (verbal & written), while following JM Familys Core Values and maintaining positive, professional relationships Experience reviewing and interpreting legal documents such as Service Contracts and GAP Contracts is preferred Must have advanced computer skills, including Microsoft Excel Knowledge of Filenet, Sharepoint, Mainframe, PCRS JM&A Products is preferred Positive, motivated, proactive self-starter with an aptitude for process improvement Must be able to effectively manage multiple responsibilities simultaneously Must have the ability to remain focused and work independently under minimal supervision. This includes being able to prioritize daily and monthly objectives independently, while ensuring timelines are being met. Must be able to work in a team atmosphere to accomplish common goals Bachelors degree in Business, Accounting, or an Audit related degree, OR equivalent work experience #LI-DL1

Keywords: JM Family, Deerfield Beach , Lead QA Audit Analyst, Accounting, Auditing , Deerfield Beach, Florida