Operations Support Services Specialist

Sedgwick

Operations Support Services Specialist managing quality assurance and technical issues for Sedgwick. Leading a team and ensuring service level agreements adherence while supporting OSS leadership.

Posted 5/19/2026full-timeRemote • Tennessee • 🇺🇸 United StatesMid-LevelSenior💰 $40,524 - $50,000 per yearWebsite

About the role

Key responsibilities & impact

To support Operations Support Services leadership relating to all aspects of quality assurance
Ensure service level agreements are maintained
Research and resolve complex technical issues
Manage and create escalation procedures
Track and monitor issues ensuring a timely resolution
Perform monthly quality and technical audits
Provides leadership, direction, and support to a team of OSS colleagues
Assigns and monitors workload for OSS colleagues; coordinates project volume and assignments
Ensures that processes and procedures are adhered to and that department objectives and Service Level Agreements (SLAs) are met
Assists leadership to establish departmental procedures, standards, and metrics
Supports OSS Coordinators and OSS Associates by providing advice on handling complex issues
Tracks non-compliance issues and monitors through to resolution
Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions
Communicates high visibility issues to immediate supervisor
Maintains high level of knowledge of applicable claim systems, processes, and procedures to assist in a resolution to customer issues
Escalates calls to the appropriate departments as needed
Provides status and follow-up information to customers as needed
Reviews quality data, conducts audits, tracks quality metrics and reports findings to appropriate management
Conducts training for OSS Coordinators and OSS Associates
Monitors incoming calls and emails to ensure issues are addressed and resolved in a timely manner
Assists leadership to identify and implement process improvement initiatives
Assists in interviews of Coordinators and Associates and provides feedback to hiring manager

Requirements

What you’ll need

Bachelor's degree from an accredited college or university preferred
Three (3) years claims management experience or equivalent combination of experience and education required
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Leadership/management/motivational skills
Analytical and interpretive skills
Strong organizational skills
Excellent negotiation skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

Benefits

Comp & perks

Career development and promotional growth opportunities
A diverse and comprehensive benefits offering including medical, dental vision, 401K, PTO and more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

claims managementquality assurancetechnical auditsprocess improvementescalation proceduresservice level agreementsquality metricsdata analysisproblem resolutiontraining

Soft Skills

leadershipcommunicationorganizational skillsnegotiation skillsteamworkanalytical skillsmotivational skillspresentation skillsinterpersonal skillstime management

Certifications

Bachelor's degree