Job Summary:
The Compliance & Quality Assurance Associate is responsible for supporting agency-wide risk management, operational quality, and compliance oversight. This role partners closely with the Chief Client Experience Officer to assist with tracking and responding to Errors & Omissions (E&O) claims, conducting workflow audits across Commercial Lines, Personal Lines, Employee Benefits, and Client Services departments, and creating training programs to address identified process gaps and areas of risk.
Essential Functions:
- Assist the Chief Client Experience Officer with responding to and tracking Errors & Omissions (E&O) claims.
- Maintain organized documentation related to E&O claims, timelines, communications, and supporting materials.
- Support preparation and review of materials related to annual E&O audits and renewals.
- Conduct workflow audits across Commercial Lines, Personal Lines, Employee Benefits, and Client Services departments.
- Evaluate workflows for consistency, documentation standards, and adherence to agency best practices.
- Identify operational gaps, inefficiencies, and potential risk exposures and document findings.
- Prepare written audit reports summarizing findings, risks, and recommended corrective actions.
- Track remediation efforts and follow up on implemented corrective actions.
- Develop training materials and internal documentation to address deficiencies identified through audits or E&O trends.
- Deliver internal training sessions to reinforce process standards, documentation expectations, and risk mitigation practices.
- Maintain and update internal playbooks, workflows, and standard operating procedures.
- Collaborate with department leadership to support continuous improvement initiatives.
- Develop reports and summaries related to audit results, E&O trends, and operational quality metrics.
- Maintain accurate documentation of activities, findings, and communications in the agency project management system.
Knowledge, Skills & Abilities:
- Strong understanding of insurance operations, workflows, and risk management principles.
- Ability to assess processes, identify gaps, and recommend improvements.
- Excellent written and verbal communication skills, including documentation and training development.
- High attention to detail with strong organizational and analytical skills.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Ability to work independently and collaboratively across departments.
- Proficiency with Microsoft Office Suite, Applied Epic, Monday.com, and PDF editing tools.
- Ability to handle sensitive and confidential information with discretion.
Education and Experience:
- Previous insurance industry experience preferred.
- Experience with workflow audits, quality assurance, E&O processes, or operational compliance preferred.
- Working knowledge of Commercial Lines, Personal Lines, and/or Employee Benefits operations preferred.
- Experience developing internal training or process documentation is a plus.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Work is normally performed in a typical interior/office work environment. The employee frequently is required to remain in a stationary position, often standing or sitting for prolonged periods.
- While performing the duties of this job, the employee is regularly required to communicate, listen and observe. Specifically, the employee must be able to communicate clearly on the telephone with others.
- This position frequently communicates with insurance carriers, state insurance departments and staff members. Must be able to exchange accurate information in these situations.
- Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This includes repeating motions that involve the wrists, hands and/or fingers.
- Fast-paced environment with a high volume of work to be completed daily.
- Limited physical effort required or exposure to physical risk. However, must be able to lift 15 pounds at times.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Blue Ridge Risk Partners is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as individual with a disability, or other applicable legally protected characteristics.
