Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on protected characteristics by applicable federal, state, or local laws.
Quality Assurance Specialist
Location
United States
Posted
21 days ago
Salary
0
Seniority
Mid Level
Job Description
Quality Assurance Specialist
Gallagher
Role Description The QA Captive Escalation Specialist provides the operational foundation for the captive escalation and complaint management program. This role is responsible for ensuring escalations are accurately tracked, documentation is complete, deadlines are monitored, and follow‑ups are executed consistently. By managing the day‑to‑day operational details, this role enables the Manager to remain focused on client leadership, issue resolution, and service quality. How you'll make an impact Primary Responsibilities - Maintain and manage the centralized escalation log and tracking tools - Ensure all escalation documentation is complete, accurate, and up to date - Track service level agreements (SLAs), response commitments, and follow‑up deadlines - Schedule and coordinate focused response or resolution checkpoints as needed - Proactively identify and escalate stalled or at‑risk matters - Coordinate responses and information gathering across RMs, supervisors, and managers - Support escalation trend analysis and data preparation - Assist with training logistics, materials, and coordination - Support development and maintenance of: - Captive and member “Who’s Who” reference materials - Resource guides and job aids - Email rules, color‑coding, and standardized response workflows Qualifications - Required: Bachelor's degree; 5 years relevant claims handling experience - Proficiency in MS Office applications and related claims and business software - Preferred: Previous auditing experience - Extensive liability claims background - Strong process management skills Requirements - Strong analytical and organizational skills - Excellent interpersonal, written, and verbal communication skills - Ability to interpret customer needs and handle to conclusion - Ability to work independently and establish priorities Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance - 401(K) and Roth options - Tax-advantaged accounts (HSA, FSA) - Educational expense reimbursement - Paid parental leave - Digital mental health services (Talkspace) - Flexible work hours (availability varies by office and job function) - Training programs - Gallagher Thrive program – elevating your health through challenges, workshops, and digital fitness programs for your overall wellbeing - Charitable matching gift program - And more...
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