[Remote] Customer Service Quality Assurance Analyst - IntelliScript (Remote)

Note: The job is a remote job and is open to candidates in USA. Milliman is a respected consultancy that offers data-driven SaaS products for the insurance, health IT, and life sciences sectors. They are seeking a Customer Service Quality Assurance Analyst to conduct peer reviews of FCRA dispute cases, ensuring compliance and quality in operations while supporting continuous improvement initiatives.ResponsibilitiesConduct end-to-end peer reviews of FCRA dispute cases across the full lifecycle to ensure accuracy, completeness, timeliness, and complianceReview case files, documentation, correspondence, and deliverables sent to data furnishers and consumers to ensure quality and alignment with internal policies and regulatory requirementsIdentify errors, inconsistencies, missing information, and potential compliance or operational risks within dispute handling processesEvaluate dispute handling activities to identify gaps in policies, procedures, controls, and executionAnalyze quality review trends and root causes, and recommend improvements to strengthen processes and reduce riskPartner with cross-functional teams to communicate findings, support remediation efforts, and drive continuous improvementMaintain accurate quality review records, reports, and audit documentation to support oversight and accountabilitySupport training, coaching, and quality standards by sharing feedback, best practices, and recurring themesSkillsHigh school diploma or GED requiredIntermediate proficiency in Microsoft Word, Excel, and OutlookMinimum of 5 years of working in operations and/or auditingStrong analytical capability with the ability to break complex workflows and datasets into actionable requirements for engineeringExperience in quality assurance, compliance, operations, auditing, or a related functionStrong attention to detail and the ability to review work thoroughly, accurately, and consistentlyStrong analytical and problem-solving skills, with the ability to identify issues and recommend practical solutionsSound judgment and the ability to recognize, assess, and escalate risk when appropriateClear written and verbal communication skills, including the ability to deliver constructive feedback effectivelyAbility to interpret policies, follow established procedures, and evaluate work against defined standardsStrong organizational skills and the ability to manage multiple priorities in a deadline-driven environmentA collaborative and professional approach, with a strong commitment to accuracy, accountability, and continuous improvementBachelor's degreeExposure to FCRA regulations and operationsExperience using Salesforce to locate and record informationFamiliarity with the insurance industryProficiency in Spanish, including speaking and translation skillsBenefitsMedical, Dental and Vision – Coverage for employees, dependents, and domestic partnersEmployee Assistance Program (EAP) – Confidential support for personal and work-related challenges401(k) Plan – Includes a company matching program and profit-sharing contributionsDiscretionary Bonus Program – Recognizing employee contributionsFlexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expensesPaid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.Holidays – A minimum of 10 paid holidays per yearFamily Building Benefits – Includes adoption and fertility assistancePaid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteriaLife Insurance & AD&D – 100% of premiums covered by MillimanShort-Term and Long-Term Disability – Fully paid by MillimanCompany OverviewMilliman is a risk management, benefits, and technology firm that offers insurance and retirement services. It was founded in 1947, and is headquartered in Seattle, Washington, USA, with a workforce of 1001-5000 employees. Its website is http://www.milliman.com.