Manager, Quality Assurance

Job Summary

The Manager, Quality Assurance will be responsible to oversee process outputs to ensure procedures are completed correctly and makes recommendations for technology and process improvements to increase efficiency and speed. This position is responsible for ensuring products and service meet the established standards of quality, including reliability, usability, and performance, with the overall objective of providing the best customer experience for all stakeholders. This position aims to leverage quality processes to identify and resolve issues early, meet customer expectations, establish and maintain standards, and build consumer trust in our products by maintaining consistency and dependability.

This position reports to the Director, Continuous Improvement, and will work closely with the Insurance Operations Leadership team to support quality assurance initiatives within Insurance Operations. This position will have direct reports constituting the Operations Quality Assurance team.

Duties and Responsibilities

• Draft and evaluate the adequacy of quality assurance policies and procedures
• Manage the interpretation and implementation of quality assurance standards and procedures across Insurance Operations
• Oversee and evaluate the implementation and efficiency of quality review systems
• Document internal audits and other quality assurance activities
• Investigate customer complaints and non-conformance issues
• Establish sampling procedures for collecting, recording, monitoring, and reporting quality data
• Analyze data to identify areas for improvement in the quality system
• Evaluate audit findings and implement appropriate corrective actions
• Collaborate with the business, training, Lean, and knowledge management to develop, recommend and monitor corrective and preventive actions
• Coordinate and support on-site audits (Ops) conducted by external providers
• Monitor risk management activities
• Assure ongoing compliance with quality and industry regulatory requirements
• Partner with the Operations Implementation team to ensure process changes are accomplished and establish proper monitoring capabilities.
• Build solid relationships across the organization.
• Lead and manage the Quality Assurance team including hiring, training, workflow and development of team members

Experience and Education Requirements

• Bachelor’s degree preferred
• 7+ years Quality assurance, auditing, and team leadership experience with 2+ years’ experience leading or managing a team
• Experience with the implementation of corrective action programs
• Insurance industry-specific experience
• Solid experience in the practical usage of data analysis tools and statistical analysis
• Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma

Knowledge, Skills & Abilities

• Strong computer skills, including Microsoft Office, QA applications, and databases
• Knowledge of tools, concepts, and methodologies of QA
• Knowledge of Life and Annuity Insurance regulatory requirements
• Demonstrates high critical thinking and reasoning skills with strong attention to detail while working in an environment that requires an ability to prioritize
• Analytical and conceptual thinker; flexible approach; discretionary effort; organizational commitment; customer service orientation; innovation; and focus on teamwork
• Strong verbal and written communication skills
• Demonstrated success in influencing cultural change
• Strong interpersonal skills.
• Data collection, management, and analysis
• Problem analysis and problem-solving
• Planning and organizing
• Sound judgment

Other Requirements:

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel required (less than 10%)

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