Quality Specialist- LeaseTrack

LeaseTrack enables you and your team to manage your renters insurance compliance, stay informed, and communicate with your residents in real-time.

LeaseTrack is an artificial intelligence (AI) system for hire. We automate compliance with your renters insurance requirement without changing your existing renters insurance program or property management software.

LeaseTrack provides the friendly and collaborative environment of a small company with the benefits and opportunities of a larger public parent company.

The LeaseTrack Quality specialist conducts process monitoring and leads problem solving teams dedicated to improving quality and achieving organizational excellence.

The Quality Specialist supports the insurance agency, client success, and operations teams by measuring the quality and efficiency of LeaseTrack’s customer communication, document processing, compliance tracking, and related business processes.

You will collect, summarize, and present process quality data for improvement teams and customer reviews. By combining the insights gained with your participation in quality management system audits and customer feedback reviews, you will be seen as a trusted and valuable resource for recommending the process changes, individual coaching, or training needed to reduce process errors and increase customer satisfaction.

The position requires a commitment to providing accurate and timely data for trend reporting and problem identification. The ideal candidate will be comfortable facilitating or leading small, cross-functional problem-solving teams.

The ability to write, maintain, and update detailed data collection plans and quality procedures is also required.

Principal Responsibilities :

Process Monitoring

• Obtain and prepare data from multiple LeaseTrack and customer databases for subsequent analysis and reporting.
• Work with department leadership and Quality Manager to define quality standards and performance improvement targets.
• Create and maintain reports needed for ongoing trending of data and performance improvement.
• Prepare periodic and ad hoc management summaries of errors and other quality measures.
• Review recorded and live CCR calls for conformance to quality standards. Provide feedback to CCRs and leadership.
• Report potential risks or other significant results to the Quality Manager in a timely manner.

Quality & Performance Improvement

• Work with the Quality Manager and leadership to define and communicate quality standards and improvement initiatives.
• Utilize monitoring and other data to determine the root cause(s) of errors and other inefficiencies. Drive corrective action by recommending and facilitating changes to software, procedures, and staff training.
• Contribute to the assessment and prioritization of risks and improvement opportunities impacting LeaseTrack and its customers.
• Facilitate and lead structured problem-solving teams to increase process efficiency and effectiveness, client experience, and regulatory compliance.

Work with team members and leaders to overcome barriers to team success.

Operation of the LeaseTrack Quality Management System (QMS)

Understand and help promote the use of all policies, procedures, and requirements needed to maintain and continually improve the LeaseTrack QMS.

Assist other LeaseTrack employees with their understanding and application during internal audits, team meetings, and other forums.

• Support the development and delivery of new hire and refresher training in QMS and structured problem-solving topics.
• Develop workflows, forms, and checklists needed to carry out daily tasks and quality processes.
• Contribute to newsletters and other communications promoting quality principles, techniques, and initiatives.
• Promote a culture of learning and teamwork by encouraging open and frequent two-way feedback.

Education, Experience, Skills, and Abilities Requirements :

Required

• Strong analytical skills and attention to detail.
• 3+ years using Excel or similar software to analyze and summarize data.
• Capable of prioritizing workload and independently managing projects.
• The ability to interact and communicate effectively in a diverse team environment.
• Ability to coach and mentor team members.
• Comfortable presenting data, concepts, and recommendations to senior management.
• Strong interpersonal skills, including ability to assess team dynamics, overcome barriers to working well with others, and performing at a high level.
• Willing to drive culture change and leading by example.
• Open to learning and trying new and creative problem-solving techniques.

Preferred

• Associates degree or higher.
• Lean Six Sigma Green Belt certification.
• Prior experience working in a quality role or familiarity with quality concepts.
• Experience creating and maintaining databases and reports using business intelligence tools (Power BI, QlikiView, or Tableau.

Starting Pay : $24.00 per hour

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