- Strategic Leadership & Team Management
- Lead, mentor, and develop the Quality Specialist and QA Analyst teams, fostering collaboration, professional growth, and a data-first mindset.
- Define departmental goals, KPIs, and performance standards based on measurable quality, efficiency, and compliance metrics.
- Use data to allocate resources effectively, forecast needs, and meet service-level agreements.
- Build cross-functional relationships with senior leaders to ensure alignment on quality priorities and data strategies.
Data-Driven Quality Oversight for Life & Annuity Operations
- Oversee review and verification of life insurance and annuity transactions using statistical sampling, error tracking, and data analytics tools.
- Monitor operational performance through dashboards and reports, using data to proactively detect issues before they escalate.
- Use operational data to identify bottlenecks, streamline workflows, and close process gaps.
- Track impact of process changes through pre- and post-implementation metrics.
QA Audit, Reporting, & Calibration
- Direct internal and external audits, error reporting, and performance programs with a focus on measurable outcomes.
- Analyze error trends, identify root causes using data insights, and ensure timely corrective actions.
- Help managers lead weekly calibration sessions supported by quantitative findings and actionable metrics, and maintain QA checklists to ensure updates are in alignment with evolving client requirements.
Stakeholder & Client Engagement
- Present quality metrics, trends, and improvement plans to leadership and client stakeholders with clear visualizations and data narratives.
- Provide actionable insights from QA and operational data to support strategic client discussions.
- Coordinate cross-functional working groups to share best practices and replicate data-backed process improvements.
WHAT YOULL NEED
- Bachelor s degree in Business, Finance, Insurance, Quality Management, or related field; advanced degree preferred.
- 10+ years of progressive experience in quality assurance, operations management, or process improvement, with at least 5 years in a leadership role.
- Proven expertise in life insurance and annuity products, policy administration, and backend operations.
- Strong knowledge of quality management frameworks, audit practices, and regulatory compliance requirements.
- Demonstrated ability to lead multi-disciplinary teams in a fast-paced, high-volume, data-driven environment.
- Advanced data analysis skills, including experience with QA metrics, dashboards, and data visualization tools.
- Exceptional analytical, problem-solving, and decision-making abilities grounded in data insights.
- Excellent communication, presentation, and stakeholder engagement skills.
