General Liability Claims Quality Specialist Lead

Role specifics:

• Jurisdictions: US
• Licenses: Preferred but not required
• Location: This role is HYBRID at least 2 times per week in Issaquah WA

• 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.

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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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)