- Charlotte, North Carolina, United States
- Manager
- $113K–$139K per year
- 5+ years
Lead an independent Quality Assurance function within Pacific Life’s Life Operations organization, driving risk-based reviews, reporting, and continuous improvement to enhance processing and service quality.
Compensation
$113,490.00 - $138,710.00
Responsibilities
- Lead the Life Operations Quality Assurance program, establishing consistent standards, risk-based reviews, sampling, scoring, and calibration practices.
- Turn quality findings into actionable insights, identifying trends, systemic risks, and opportunities to improve operational performance and customer outcomes.
- Drive root-cause analysis and corrective action, partnering with operational leaders to address issues and ensure improvements are effective and sustainable.
- Deliver meaningful quality reporting and governance, giving leaders clear visibility into performance, risks, recurring issues, and control effectiveness.
- Lead and develop a high-performing Quality Assurance team, building strong capabilities while maintaining the independence and objectivity of the QA function.
Requirements
- Bachelor’s degree or equivalent professional experience
- Nice to have: life insurance operations
- Nice to have: policy servicing
- Nice to have: claims
- Nice to have: customer service