Sr Quality Assurance Consultant, Commercial Risk-Insurance Advisory Solutions

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

The Sr. Quality Assurance Consultant will serve as a Subject Matter Expert in their business area, understanding workflows and procedures and will work closely with the Quality Assurance & Training Leader to support quality assurance efforts. Under the direction of the QA Leader, this role will create and execute Quality Assurance Auditing and work with the team to ensure training needs identified through audit are addressed. They will work collaboratively with the Quality Assurance Consultant on new training materials, revising existing training materials and ensure ongoing training on systems, processes, and tools is professionally delivered. The Sr. QAC will conduct investigations and participate in projects for leadership and will provide direction and guidance to the QA Leader and business segment for the resolution of identified weaknesses or deficiencies.

PRIMARY RESPONSIBILITIES:
Develop quality assurance checklists, conduct investigations, and provide direction and guidance to the Quality Assurance Consultant and business segment for the resolution of identified weaknesses or deficiencies. Identify training needs from results of quality assurance auditing and coordinate with the Quality Assurance Leader and Consultant to provide existing Client Experience colleague training (50%)
Improve segment efficiency through implementation of processes, automation, and data-integrity workflows through practical use of current and upcoming agency management tools, and other operating techniques; evaluate client deliverables. Assist Quality Assurance Leader in determining changes to client deliverables such as custom forms and proposals as well as changes that will impact the team and training needs that might arise as a result. (20%)
Collaborate with Third Party Vendors to update and improve client deliverable materials in Agency Management Software, improve colleague efficiency, and identify further items that could be shifted to Third Party to help improve Client Experience day to day needs. (20%)
Communicates regularly with Client Experience Leaders to evaluate their deliverable needs and challenges to further enhance and develop quality assurance documents, training needs, or other areas of expertise require (10%)

KNOWLEDGE, SKILLS & ABILITIES:
Thorough knowledge of all parts of varying workflows and how they function together.
Strong communication, presentation, and facilitation skills.
Strong ability to influence others.
Skilled in critical and analytical thinking, active listening, assessment skills.
Strong attention to detail and awareness to the big picture.
Ability to self-start with strong sense of ownership.
Ability to work autonomously and as part of a team.
Ability to work with diverse demographics and a multi-generational workforce.
Excellent ability to multi-task, problem-solve, follow up, and adhere to deadlines.
Proven ability to interact professionally, patiently, and courteously with all colleagues.
Intermediate to advanced knowledge of Epic
Proficiency in Microsoft Office Suite is required
Ability to learn any other appropriate program or software system used by the firm as necessary
Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.

EDUCATION & EXPERIENCE:
Minimum: Associate Degree or Technical/Trade School
Preferred: Undergraduate/Bachelor's Degree
5+ years Commercial Risk experience
At least 1 year of experience in a training/teaching type of role
Certifications/Licenses Preferred:
P&C insurance license
Experience coordinating and implementing training programs and/or Project Management.
Experience coordinating and delivering content and curriculum with ability to accommodate all learning styles.

OTHER:
Bi-lingual (would be a plus)
No travel required.
Fast paced multi-tasking environment

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