As part of the application process, a candidate account is required to log in and view application(s). Please be sure to check email regularly for information regarding our employment process.
Summary
We are seeking a detail-oriented and strategic Quality Assurance and Reporting Lead to oversee the Assurance Review and Reporting function within our operations. The right candidate will be responsible for ensuring service quality, compliance, and continuous improvement across multiple Center of Excellence (CoEs) and Third-Party Administrator (TPA) partners. This is a key leadership role that directly impacts customer and agent satisfaction and operational excellence.

Duties and Responsibilities:

• Maintain and enhance workforce strategies that attract, retain, and develop talent that meets the evolving needs of the organization.
• Collaborate with COE Leads and business partners to ensure service levels (SLA) and quality are understood and adhered to within the operations and aligned to business objectives.
• Facilitate the design, development and implementation of the operational quality framework, scorecards, and calibration sessions.
• Provide constructive and actionable feedback to servicing agents, focusing on strengths, areas for development, and recommendations for improvement.
• Use data, technology and innovation to drive continuous improvement to identify, assess and resolve issues across operations.
• Prepare and present reports detailing QA (quality assurance) findings, trends, root causes, and recommendations to relevant stakeholders.
• Serve as an escalation point with our TPA partners and internal/external auditors.

Education and/or Experience and Skills

• Bachelor’s degree in Business, Quality Management, or a related field (preferred).
• 5+ years of experience in a senior analyst or leadership role contact center.
• Prior experience working directly with a TPA provider.
• Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions.
• Knowledge of life insurance products; term, whole, universal, and variable.
• Excellent analytical, coaching, and communication skills.
• Ability to work in a complex and innovative environment.
• Series 6 licensed

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 - $102-125k
• New York, NY: $$111-136k
• National: $93-114k

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:

• Maintain and enhance workforce strategies that attract, retain, and develop talent that meets the evolving needs of the organization.
• Collaborate with COE Leads and business partners to ensure service levels (SLA) and quality are understood and adhered to within the operations and aligned to business objectives.
• Facilitate the design, development and implementation of the operational quality framework, scorecards, and calibration sessions.
• Provide constructive and actionable feedback to servicing agents, focusing on strengths, areas for development, and recommendations for improvement.
• Use data, technology and innovation to drive continuous improvement to identify, assess and resolve issues across operations.
• Prepare and present reports detailing QA (quality assurance) findings, trends, root causes, and recommendations to relevant stakeholders.
• Serve as an escalation point with our TPA partners and internal/external auditors

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 - $102-125k
• New York, NY: $$111-136k
• National: $93-114