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NFL Player Benefits · 2 days ago

Quality Analyst

Baltimore, MD

Full-time

Onsite

Mid, Senior Level

$60K/yr - $75K/yr

5+ years exp

NFL Player Benefits is seeking a Quality Analyst who will ensure that all outputs exceed quality standards through meticulous attention to detail. The role involves analyzing complex applications, performing quality assurance audits, and fostering continuous improvement to enhance service delivery for NFL players.

Financial Services

Hiring Manager

Jessica Hurewitz Mandler

Responsibilities

Independently review and ensure accuracy for complex disability applications that include medical records, tax records, correspondence, and other materials

Perform daily, quality assurance audits to ensure adherence to NFLPBO standards and regulatory compliance

Develop and maintain quality standards, procedures, and standard operating procedures in compliance with the disability team and other cross-functional teams

Utilize data to create actionable improvements

Foster a culture of continuous improvement, identifying inefficiencies and suggestions enhancements to products and processes

Perform quality assurance audits for all disability types. Evaluate all stages of production, processes, and outputs to ensure all quality standards are exceeded

Establish and create clear benchmarks that are aligned with providing NFL players with the best customer service

Report on product quality and efficiency trends for relevant stakeholders, while suggesting process improvements on a continual basis

Continually improve products by identifying shortcomings and potential enhancements

Identify defects, recommend solutions to rectify them, and ensure they are promptly and efficiently addressed

Analyze test results to identify patterns, problems, and areas for improvement

Create and maintain proper test plans, procedures, and results

Review work product of team members and provide editorial comments and technical suggestions

Verify and confirm applications for accuracy and completeness

Effectively communicate orally and in writing with players and participants to obtain necessary information in order to process applications

Verify and confirm eligibility based on Plan rules and correspond appropriately

When necessary, depending on type of benefit Plan, develop different payout scenarios and correspond appropriately

Work with external third parties, e.g., recordkeeper, trustee, etc., to validate and set up payments

Effectively diagnose complex player or participant issues, offer options, resolve problems and follow up with player or participant

Coordinate and/or perform research and offer options for a player’s case as required

When necessary, refer player or participant to appropriate person or department or elevate issue to Disability Supervisor

Coordinate and/or track player problem status until resolution is achieved

Proactively maintain contact with player or participant to give updates on progress toward resolution of issue or request

Use information systems to accurately access, input, and maintain data

Create status reports related to player cases under review

Study and maintain knowledge of all applicable policies and procedures, contracts and related legal issues

Process applications, changes, and requests, on behalf of player or participant

Maintain quality/quantity standards

Update and maintain all necessary records and/or logs

Professionally represent the NFLPBO to Clubs, NFL, NFLPA and other outside parties

May act as representative for department or office at internal or external meetings

Schedule and prioritize individual workload

Follow operating policies and procedures

Ensure timely completion of work

Compose correspondence based on knowledge of departmental and NFLPBO policies and procedures

Maintain HIPAA compliance when applicable

Perform other related duties as assigned or requested

Qualification

Quality AssuranceAnalytical SkillsAttention to DetailMicrosoft Office SuiteCustomer ServicePlanning/OrganizingProfessionalismProblem SolvingOral CommunicationConfidentialityInitiative

Required

Bachelor's Degree required

At least five years in quality assurance role

Familiarity with quality standards and regulations

Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

Impeccable Attention to Detail – Ensure all communication and information generated is complete, accurate and error-free

Problem Solving – Identify and resolve problems efficiently; gather and analyze information; develop solutions; use reason

Customer Service – Manage difficult or emotional player and participant situations; respond promptly to player and participant needs; solicit player and participant feedback to improve service; respond to requests for service and assistance; meet commitments

Oral Communication – Speak clearly and persuasively; listen and request clarification when necessary; respond informatively to questions

Planning/Organizing – Prioritize and plan work activities; use time efficiently; set goals and objectives

Professionalism – Approach others in a polite and tactful manner; maintain composure and react well under pressure; treat others with respect and consideration; follow through on commitments

Judgment – Exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions

Dependability – Regular and punctual attendance as scheduled required; follow instructions; take responsibility for own actions; complete tasks on time

Confidentiality – Exposed to Plan confidential information on a regular basis and as such must maintain confidentiality of all individual and Plan information

Initiative – Seek increased responsibilities; seek developmental growth; solicit feedback regularly