Customer Service Quality Assurance Analyst - IntelliScript (Remote)

About Us

Milliman IntelliScript is a group of a few hundred experts in fields ranging from actuarial science to information technology to clinical practice. Together, we develop and deploy category-defining, data-driven, software-as-a-service (SaaS) products for a broad spectrum of insurance, health IT and life sciences clients. We are a business unit within Milliman, Inc., a respected consultancy with offices around the world.

Candidates who have their pick of jobs are drawn to IntelliScript’s entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every single person has a voice in our company, and we challenge each other to push the outer limits of our full, diverse potential. And, we’ve shown sustained growth that ensures you’ll have room to grow your skillset, responsibilities, and career.

Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company, and learn more about our cultural values here.

Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our website to learn more about Milliman’s commitments to our people, diversity and inclusion, social impact, and sustainability.

What this position entails

Milliman, Inc. is recognized as a top firm that provides data, products, and professional services to the insurance industry. IntelliScript is a practice within Milliman that provides health and life insurers with real-time data and underwriting decision support tools via software-as-a-service (SaaS). IntelliScript offers an innovative suite of products which interpret and deliver electronic medical data (such as prescription histories, diagnoses, treatment data, etc.) to help our clients make effective underwriting and pricing decisions. Our company offers a unique entrepreneurial culture that also promotes work / life balance. IntelliScript has enjoyed consistent growth and is the leader in the markets we serve. 

The Operations team sits at the hub of all IntelliScript divisions (e.g., IT, Data Analytics, Account Management, Sales, and Product). This team is ready to grow again due to the increasing volume of calls from insurance policy applicants.

What you will be doing

• Conduct end-to-end peer reviews of FCRA dispute cases across the full lifecycle to ensure accuracy, completeness, timeliness, and compliance
• Review case files, documentation, correspondence, and deliverables sent to data furnishers and consumers to ensure quality and alignment with internal policies and regulatory requirements
• Identify errors, inconsistencies, missing information, and potential compliance or operational risks within dispute handling processes
• Evaluate dispute handling activities to identify gaps in policies, procedures, controls, and execution
• Analyze quality review trends and root causes, and recommend improvements to strengthen processes and reduce risk
• Partner with cross-functional teams to communicate findings, support remediation efforts, and drive continuous improvement
• Maintain accurate quality review records, reports, and audit documentation to support oversight and accountability
• Support training, coaching, and quality standards by sharing feedback, best practices, and recurring themes 

What we need                                                                                         

• High school diploma or GED required 
• Intermediate proficiency in Microsoft Word, Excel, and Outlook 
• Minimum of 5 years of working in operations and/or auditing 

What you bring to the table

• Strong analytical capability with the ability to break complex workflows and datasets into actionable requirements for engineering
• Experience in quality assurance, compliance, operations, auditing, or a related function. 
• Strong attention to detail and the ability to review work thoroughly, accurately, and consistently. 
• Strong analytical and problem-solving skills, with the ability to identify issues and recommend practical solutions. 
• Sound judgment and the ability to recognize, assess, and escalate risk when appropriate. 
• Clear written and verbal communication skills, including the ability to deliver constructive feedback effectively. 
• Ability to interpret policies, follow established procedures, and evaluate work against defined standards. 
• Strong organizational skills and the ability to manage multiple priorities in a deadline-driven environment. 
• A collaborative and professional approach, with a strong commitment to accuracy, accountability, and continuous improvement. 

Wish list

• Bachelor’s degree 
• Exposure to FCRA regulations and operations 
• Experience using Salesforce to locate and record information 
• Familiarity with the insurance industry 
• Proficiency in Spanish, including speaking and translation skills 

Location

The expected application deadline for this job is August 31, 2026. This position is open to remote work. Applicants must be willing to travel to the Milliman office in Brookfield, WI as needed and travel nationwide for meetings, conferences, and team events. 

Compensation

The overall salary range for this role is $59,200 - $109,020. For candidates residing in:  

• Alaska, California, Connecticut, Illinois, Maryland, Massachusetts, New Jersey, New York City, Newark, San Jose, San Francisco, Pennsylvania, Virginia, Washington, or the District of Columbia the salary range is $68,080 - $109,020. 

• All other locations the salary range is $59,200 - $94,800. 

A combination of factors will be considered, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, etc. 

Benefits

We offer a comprehensive benefits package designed to support employees’ health, financial security, and well-being. Benefits include:

• Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners
• Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges
• 401(k) Plan – Includes a company matching program and profit-sharing contributions
• Discretionary Bonus Program – Recognizing employee contributions
• Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses
• Paid 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 year
• Family Building Benefits – Includes adoption and fertility assistance
• Paid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteria
• Life Insurance & AD&D – 100% of premiums covered by Milliman
• Short-Term and Long-Term Disability – Fully paid by Milliman

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.