Claims Quality Specialist Lead

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
Overview

Role specifics:

• Jurisdictions: US
• Licenses: Preferred but not required
• Location: This role is eligible for fully remote work.

How you'll make an impact

• Conduct quality reviews and audits of claim files to evaluate adherence to client expectations, company best practices, regulatory requirements, and claim handling standards.
• Analyze audit results and identify trends, strengths, risks, and opportunities for improvement across claims operations.
• Partner with claims professionals, supervisors, and leadership teams to provide coaching, guidance, and feedback regarding quality expectations and claim handling performance.
• Support the development and delivery of training, calibration sessions, and educational resources designed to improve claims quality and consistency.
• Monitor compliance with client service instructions, internal procedures, quality standards, and regulatory requirements.
• Prepare quality reports, scorecards, and trend analyses to assist leadership with operational decision-making and continuous improvement initiatives.
• Participate in special projects and quality assurance initiatives supporting business goals and client expectations.
• Document and communicate audit findings timely and effectively while maintaining a collaborative and solution-focused approach.

About You

Potential candidates should have the following:

• Claims Background: Commercial General Liability.
• Quality Assurance, File Audit, Technical Claims Review, Training, Coaching, or Operational Excellence experience.
• Jurisdictional Experience: US
• Previous experience reviewing claims for technical accuracy, compliance, quality standards, and best practices strongly preferred.

As a key member of our Claims Quality team, you will:

• Evaluate claim files and claim handling performance against established quality standards and client expectations.
• Collaborate with operational leaders to identify trends and implement process improvements.
• Provide coaching and technical feedback that drives quality results and improves overall claims performance.
• Analyze data and quality metrics to support operational excellence initiatives.
• Think critically, solve problems, and prioritize activities to optimally serve clients and business objectives.

REQUIRED QUALIFICATIONS:

• High School Diploma.
• Minimum of 5 years related claims experience.
• Minimum of 2 years quality assurance, technical review, auditing, coaching, training, or supervisory experience preferred.
• Strong understanding of claims best practices, coverage analysis, investigation, documentation, litigation management, reserving, and resolution strategies.
• Strong analytical, organizational, and communication skills.
• Computer experience with related claims and business software.

DESIRED:

• Bachelor's Degree.
• Industry designations such as AIC, CPCU, ARM, AINS, SCLA, or similar.
• Experience facilitating training, calibration sessions, or quality initiatives.
• Experience developing performance metrics, scorecards, and reporting.

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Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)