Claims Quality Analyst

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description
The Claims Quality Analyst Role is accountable for the identification and disbursement of quality work within the team. They are also responsible for development and maintenance of Quality Review tools utilized within the program. In this role the Quality Analyst will be required to collaborate closely with our Quality Team as well as Data Analytic partners.

Who is Allstate:
Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its 'You're in Good Hands®' promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.

• Flexible Work Arrangements
• Employee discounts (15% on auto and property insurance, plus many other products and services)
• Good Office program (receive up to 400$ back after purchasing office equipment)
• Student Loan Payment Matching Program for Government Student loans
• Comprehensive Retirement Savings Program with employer matched contributions
• Annual Wellness allowance to support employees with improving health and wellbeing
• Personal reflection day
• Tuition Reimbursement
• Working within the community and giving back!

• Support one or more lines of business in the design, development, and maintenance of all monthly Performer and Diagnostic Quality Reviews. This includes working with requestor on design needs, completing workplans, obtaining needed approvals for the change, testing the changes, launching in live production region and maintain proper access to the review region.
• Build focused (Targeted) questionnaires in desired audit platform as needed. Collaborate with requestor and larger team when needed to ensure forms and review approach provide the intended outcomes desired, obtain proper approvals, test, upload files manually into desired audit platform and maintain proper access to the review region. When needed, assist with targeted review reporting and structuring results including collaboration with CI team for specific targeted review tableau reporting.
• Weekly meetings with Quality Leaders and specific staff in supported LOB to discuss Quality Management Tool project work, targeted review statuses, assignments issues/needs.
• Use sampling data to determine statistically valid requirements and manage assignments to meet those metrics on a weekly and monthly basis. This includes updating file pulls, making changes to assignment templates
• Design and/or build reporting supply daily/weekly/monthly data for assignments.
• Analyze data from multiple sources including Monday.com, Tableau, Explorer, Excel Pivots to determine best courses of action and plan next steps.
• Co-ordinate alignment sessions with Quality Team and Delivery partners around calibration.
• Update alignment guides for use of reference in the Quality Management Tool.
• Work with audit platform vendor to ensure prioritization of pending and upcoming items to be deployed in the platform.
• Provide technical support based on Quality Management Tool feedback requests that come from both internal Quality and Delivery. Will manage questions via chat, calls, or email to help answer their question/solve their issue.
• Complete training with frontline leaders on Quality Management Tool system uses as needed.
• Quality Central file upload for BOT processing.

• Demonstrate expert skills in team leadership and conflict management.
• Ability to be a subject matter expert in assigned line of business as well as familiarity with a variety of other LOB concepts, practices, and procedures.
• Advanced knowledge of Microsoft applications (Monday.com, Word, Excel, PowerPoint, SharePoint).
• Working knowledge of Tableau and Explorer.
• Advanced organization skills with the ability to multi-task.
• Manages high complexity projects independently with little to no support or direction from others.
• Excellent written/verbal communication and facilitation skills for communicating at all levels; including strong presentation skills.
• Strong consultative, customer focus skills.
• Change agility
• Influence
• Systems thinking