Life Operations QA Manager - Independent & Impactful

Pacific Life; Charlotte (NC); On-site; USD 113,000 - 139,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Paid time off

Parental leave

Job summary

Pacific Life is seeking a Manager, Quality Assurance in Charlotte, NC to lead an independent QA function across Life Operations. You will establish standards, perform risk-based reviews, and drive calibration, turning findings into actionable improvements while partnering with operational leaders.

You will guide root-cause analysis, implement corrective actions, and deliver governance reporting to executives.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years of progressive experience in quality assurance, Life insurance operations, operational risk, controls, compliance, audit, or a related financial services discipline.
• Quality Assurance practices including risk-based sampling, transaction testing, scoring methodologies, defect classification, calibration, root-cause analysis, and corrective-action validation.
• Establish quality standards, review processes, metrics, reporting, and governance practices.
• Strong analytical and problem-solving skills, with the ability to identify trends and systemic issues and translate findings into clear, actionable recommendations.
• Strong communication and leadership skills, with the ability to build effective partnerships across Operations and other business and enterprise functions while maintaining the independence and objectivity of Quality Assurance.

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.

Skills

Quality assurance practices

Root-cause analysis

Leadership

Data-driven decision making

Education

Bachelor’s degree or equivalent professional experience

Job description

Pacific Life is seeking a Manager, Quality Assurance in Charlotte, NC to lead an independent QA function across Life Operations. You will establish standards, perform risk-based reviews, and drive calibration, turning findings into actionable improvements while partnering with operational leaders.

You will guide root-cause analysis, implement corrective actions, and deliver governance reporting to executives.