Quality Auditor I

Aflac

Location: Columbia, South Carolina

Job Type: Full time

Posted

Perfection not required
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Job Summary

Audits the quality of established team processes and services provided; documents quality issues for further review; reviews procedures/processes and recommends enhancements as needed to improve efficiency, turnaround time, productivity, and quality

Principal Duties & Responsibilities

  • Audits, monitors, and evaluates the quality of service provided; documents quality issues and performance measures for further analysis and review; gathers information to assist in the feedback and formal education process of an individual; develops appropriate document formats (e.g., reports, spreadsheets, graphs, etc.) as needed to report findings; works with others to develop and maintain efficient work processes; documents/inputs findings into database; reviews procedures/processes and recommends enhancements as needed to improve efficiency, turnaround time, productivity, and quality

  • Identifies, documents, and updates administrative rules providing information to communications teams for documenting of procedures and in accordance with established format and style guidelines; updates administrative rules as appropriate; communicates changes to administrative rules and impact to operational efficiency to divisional management; acts as subject matter expert (SME) in the development of business system rules; receives general direction

  • Audits/monitors program performance after implementation of corrective action plan(s) to prevent reoccurrence of program operating problems and ensure efficiency of operation; participates in division-initiated projects and tasks

  • Research current quality concepts to assist the division with implementation of concepts to improve processes

  • Performs other related duties as required

Education & Experience Required

  • High School Diploma or Equivalent
  • Five years of related work experience
  • One year of audit, quality, or process improvement experience; or at least one year of experience in a specialist 3 or above role
  • Work experience in a position with problem solving and analytical requirements

Or an equivalent combination of education and experience

Job Knowledge & Skills

  • Microsoft Word: Intermediate

  • Microsoft Excel: Intermediate

  • Microsoft PowerPoint: Intermediate

  • Strong problem-solving, analytical, and teamwork/facilitating skills

  • Excellent interpersonal, communication, customer service, and telephone customer service skills to effectively interact with customers, executive management, and external business contacts

  • Good comprehension, writing, and grammar skills

  • Basic understanding of audit principles

  • Basic understanding of process principles

Competencies

  • Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
  • Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
  • Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
  • Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
  • Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
  • Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
  • Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds
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