Life Customer Experience QA & Insights Specialist

Pacific Life; Charlotte (NC); On-site; USD 51,000 - 62,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Parental leave

401k with match

Job summary

Pacific Life is seeking a Customer Service Quality Assurance Specialist to join the CMD Life Operations team with locations in Newport Beach, CA, Omaha, NE, or Charlotte, NC. You will assess service calls and communications, leveraging analytics to identify trends and drive improvements while ensuring adherence to regulatory requirements.

The role requires FINRA SIE and Series 6 or 7 registrations, strong analytical and communication skills, and the ability to work in a high‑volume environment.

Qualifications

• FINRA SIE and Series 6 or 7 registrations required.
• Experience in financial services preferred.
• Strong communication skills with diverse stakeholders.

Responsibilities

• Review quality of Life Customer Service calls and communications monthly.
• Use CRM and analytics tools to identify trends and provide feedback.
• Develop and maintain reporting to analyze activity data and trends in service quality.
• Identify training opportunities and drive process improvements.
• Measure effectiveness of existing processes and communicate results.

Skills

Quality assurance

Customer service

Financial services

Data analysis

Communication skills

Regulatory compliance

Tools

CRM software

Analytics platforms

Reporting tools

Job description

Pacific Life is seeking a Customer Service Quality Assurance Specialist to join the CMD Life Operations team with locations in Newport Beach, CA, Omaha, NE, or Charlotte, NC. You will assess service calls and communications, leveraging analytics to identify trends and drive improvements while ensuring adherence to regulatory requirements.

The role requires FINRA SIE and Series 6 or 7 registrations, strong analytical and communication skills, and the ability to work in a high‑volume environment.