High School Diploma/GED required; bachelor's degree preferred., 2+ years in a quality team role or 5+ years equivalent experience., Proven leadership ability in customer service and operations business groups., Excellent verbal, written, and interpersonal communication skills..
Key responsibilities:
Oversee the activities of the QA team to ensure service levels are met or exceeded.
Analyze current volumes to determine the most efficient deployment of resources.
Develop and facilitate regular meetings with service and operations leadership to review error trends.
Provide subject matter expertise for procedure documentation and training efforts.
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Symetra is a financial services company offering annuities, life insurance and employee benefits that help people create secure retirements, protect their families and get benefits at work. We are headquartered in Bellevue, Washington, and have offices across the country.
Interested in a career at Symetra, but think you’re not "the insurance type?” You might be surprised by the variety of jobs that keep Symetra rolling. Plus the vast majority of our roles are open to being full-time remote. Check out our latest opportunities at symetra.com/about-us/careers/
To see our social media guidelines, visit: symetra.com/social
Symetra Life Insurance Company is the parent company of First Symetra National Life Insurance Company of New York (collectively, “Symetra”). Symetra Life Insurance Company does not solicit business in the state of New York and is not authorized to do so. Each company is responsible for its own financial obligations.
Symetra has an exciting opportunity to join our team as a Quality Assurance Lead!
About The Role
As a Quality Assurance Lead, you will act as the Assistant Manager to the team in partnership with the Unit Manager. You will oversee the activities of the QA team to ensure service levels are met or exceeded. The QA Lead plays a key liaison role between the team and its business partners to promote the highest possible level of agent and customer service excellence. In this role you will also help to drive quality standards and practices and may act as a subject matter expert for procedure and training efforts.
What You Will Do
Analyze current volumes to determine the most efficient deployment of resources
Proactively prepare for key dates such as commission cut-offs, month-end, etc.
Answer escalated questions from business partners
Drive quality with business partners through interactions and communications
Develop and facilitate regular meetings with service and operations leadership to review error trends
Ensure that all department procedures are current while participating as a main contributor
Conduct review of financial and non-financial transactions, document results, provide feedback and trend analysis to management and employee
Conduct review of customer/agent/broker interaction(s), document results, and provide feedback and trend analysis to management and employee.
Provide subject matter expertise for procedure documentation and training efforts
May provide occasional training for business areas
What We Offer You
We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.
Flexible full-time or hybrid telecommuting arrangements
Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
Paid time away including vacation and sick time, flex days and ten paid holidays
Give back to your community and double your impact through our company matching
Want more details? Check out our Symetra Benefits Overview
Compensation
Hourly Range: $28.93-$38.61 hourly plus eligibility for annual bonus program
Who You Are
High School Diploma/GED required; bachelor’s degree preferred
LOMA, AAPA coursework preferred
2+ years’ in a quality team role or 5+ years equivalent experience
Proven leadership ability in customer service and operations business groups
Excellent verbal, written and interpersonal communication skills
Excellent analytical, problem solving and decision-making skills
Attention to detail, quality, and accuracy
Able to handle multiple responsibilities and priorities concurrently
Strong organizational, project coordination and time management skills
We Empower Inclusion
At Symetra, we’re building a place where every employee feels valued, respected, and has opportunities to contribute. Inclusion is about recognizing our assumptions, considering multiple perspectives, and removing barriers.
We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.
In a complex industry, we strive for clarity.
Symetra is a dynamic and growing financial services company with 60 years of experience and customers nationwide. In our daily work delivering retirement, employee benefits, and life insurance products, we're guided by the principles of VALUE, TRANSPARENCY AND SUSTAINABILITY. That means we provide products and services people need at a competitive price, we communicate clearly and honestly so people understand what they're getting, and we build products that stand the test of time. We work hard and do what's right for our customers, communities, and employees. Join our team and share in our success as we work toward becoming the next national player in our industry.
For more information about our careers visit www.symetra.com/careers.
Work Authorization
Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.
Required profile
Experience
Industry :
Insurance
Spoken language(s):
English
Check out the description to know which languages are mandatory.