SUMMARY: Perform production and quality audits to ensure operations are effective, consistent and in compliance with business rules and processes. Primary focus includes, but is not limited to auditing the Document Specialists, Claims Document Analysts, Senior Document Analysts, Mail Clerks, and Inserter Operators. Responsible for performing administrative and support tasks which may be highly confidential and sensitive in nature. PRIMARY RESPONSIBILITIES: (Brief bullet points detailing the major duties, not tasks, for this job and the % of time spent on each. Please list them in the order of importance). Completes production and quality audits, reviewing completed work in comparison to established documented procedures to determine accuracy while providing support to staff as an acting SME. * Orients new employees to the departmental and unit procedures. * Collaborate with management and stakeholders to ensure understanding, alignment, and consistency in workflow performance. * Partner with training, management, and stakeholders to identify training needs based on quality assessment results Compiles, creates, prepares, and reviews for accuracy, information and reports as requested or scheduled. This includes analyzing trends and data, creating reports. * Reviews, investigates, and corrects documents routed to various error queues by multiple teams. * Provides individual and group support sessions and mentoring for all Records Management positions. * Participates in review of process changes with a clear focus on the potential impact to quality, accuracy, and results. * Provides feedback on comprehension and adoption of the training. May attend training sessions to understand changes to processes, regulations, and workflows. * Reviews, evaluates, and makes recommendations for process improvements. * Assists in the creation of departmental procedures and reference documents. * May be required to perform work in the operations and/or service center teams along with Records Management or perform other activities in order to maintain or gain knowledge of current processes, procedures and systems relative to the areas of auditing for which they are responsible. * Participates in projects as assigned. * Perform audit related investigation to troubleshoot error trends as it relates to business processes and/or training. May be responsible for researching operational audit best practices and making recommendations for improvement. * Maintains confidentiality of all information processed This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required. EMPLOYMENT QUALIFICATIONS: A. EDUCATION REQUIRED: Associate degree in insurance, business or a related field. Combination of relevant education and work experience may be considered in lieu of a degree. B. EXPERIENCE REQUIRED: Two (2) years experience with AF Group within the Claims, Business Development, Finance, Service Center, Records Management, or equivalent Enterprise experience that provides the necessary skills, knowledge and abilities. OR Three (3) or more years experience in an insurance organization which provides working knowledge in one or more of the following areas: records management, claims management, underwriting, finance or auditing. C. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: * Working knowledge of Workers Compensation claims, records management, and/or business development procedures, workflows, and rules for multiple states. * Excellent analytical skills to identify opportunities for improvement and recommend solutions. * Ability to comprehend consequences of various situations to make appropriate individuals aware of same for decision making. * Strong analytical and problem-solving skills. * Ability to effectively exchange information clearly and concisely, present ideas, report facts and other infor