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Summary
This role will have responsibility for quality reviewing life service requests and calls across our operations team. This candidate will have consistent communication with our internal and TPA partners. Successful incumbent will collaborate closely with supervisors, trainers, and management to identify areas for improvement.

Duties and Responsibilities:

• Call Monitoring and Evaluation: Listen to and review recorded calls to assess agent performance, accuracy, professionalism, and adherence to established protocols.
• Feedback and Coaching: Provide constructive and actionable feedback to agents, focusing on strengths, areas for development, and recommendations for improvement.
• Reporting and Analysis: Prepare and present reports detailing QA findings, trends, root causes, and recommendations to management and relevant stakeholders.
• Process Improvement: Identify process gaps and inefficiencies, collaborating with cross-functional teams to implement improvements that enhance service delivery.
• Compliance Monitoring: Ensure that all calls comply with legal, regulatory, and organizational guidelines, including but not limited to data privacy and industry-specific standards.
• Calibration Sessions: Participate in regular calibration meetings with supervisors and trainers to ensure evaluation consistency and alignment with company expectations.

Education and/or Experience and Skills

• 2-3 years of experience in life insurance with 1-2 years specialized focus on Quality Assurance (QA)
• Prior experience working directly with a TPA provider
• Experience analyzing, measuring and evaluating data through reporting
• Excellent verbal and written communication skills, at all levels of the organization
• Ability to effectively interact/interface with external parties
• Utilize strong critical thinking skills in order to effectively problem solve
• Skills must include being self-motivated with ability to show great initiative individually
• Ability to accurately assess call interactions and detect both overt and subtle deviations from quality standards.

Location: West Chester, PA, New York, NY
Resolution Life US is committed to disclosing a reasonable estimate of the base salary for our job roles. These estimates consider a wide range of factors in making base salary decisions, including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

In addition to salary, Resolution Life US offers a comprehensive benefits package, including our health & wellness program, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements). The salary range reflects figures based on the primary location, which is listed first. The range for the role may differ based on the location.

• West Chester, PA - $72,900-89,100
• New York, NY: $79,500-97,200
• National: $66,300-81,000

Critical Skills

At Resolution Life, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Duties and Responsibilities:

• Call Monitoring and Evaluation: Listen to and review recorded calls to assess agent performance, accuracy, professionalism, and adherence to established protocols.
• Feedback and Coaching: Provide constructive and actionable feedback to agents, focusing on strengths, areas for development, and recommendations for improvement.
• Reporting and Analysis: Prepare and present reports detailing QA findings, trends, root causes, and recommendations to management and relevant stakeholders.
• Process Improvement: Identify process gaps and inefficiencies, collaborating with cross-functional teams to implement improvements that enhance service delivery.
• Compliance Monitoring: Ensure that all calls comply with legal, regulatory, and organizational guidelines, including but not limited to data privacy and industry-specific standards.
• Calibration Sessions: Participate in regular calibration meetings with supervisors and trainers to ensure evaluation consistency and alignment with company expectations

In addition to salary, Resolution Life US offers a comprehensive benefits package, including our health & wellness program, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements). The salary range reflects figures based on the primary location, which is listed first. The range for the role may differ based on the location.

• West Chester, PA - $72,900-89,100
• New York, NY: $79,500-97,200
• National: $66,300-81,00