Life Operations QA Specialist - Customer Experience

Pacific Life Insurance Company; Newport Beach (CA); On-site; USD 51,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Wellbeing Reimbursement Account

Paid Time Off

Holiday Schedule

Financial Planning Time Off

Paid Parental Leave

Adoption Assistance

401k with company match

Job summary

Pacific Life Insurance Company, a leading provider in Newport Beach, seeks a Customer Service Quality Assurance Specialist for its CMD Life Operations team. You will review customer communications, apply established criteria, and provide constructive feedback to improve service quality across channels.

The role requires FINRA SIE and Series 6 registrations and a deep CMD life products understanding. Join a team focused on accuracy, efficiency, and superior customer experience in a high-volume

Qualifications

• Advanced CMD life product knowledge and operations experience.
• Strong research and analytical abilities for complex issues.
• Excellent communication with diverse stakeholders.
• Ability to balance accuracy, speed and customer service under deadlines.
• FINRA Series 6 required prior to hire.

Responsibilities

• Demonstrates understanding of Life Customer Service objectives, processes and SLAs.
• Reviews communications monthly by deadlines and provides feedback.
• Uses CRM and analytics tools to review communications and ensure consistency.
• Identifies training opportunities from reviews and reports trends.
• Develops reporting to analyze activity data and service quality trends.
• Analyzes and measures effectiveness of existing processes.

Skills

Advanced CMD life products knowledge

Research and analysis skills

Strong communication skills

Ability to work in high-volume, fast‑p

Customer service orientation

Tools

CRM systems

Analytics tools

Job description

Pacific Life Insurance Company, a leading provider in Newport Beach, seeks a Customer Service Quality Assurance Specialist for its CMD Life Operations team. You will review customer communications, apply established criteria, and provide constructive feedback to improve service quality across channels.

The role requires FINRA SIE and Series 6 registrations and a deep CMD life products understanding. Join a team focused on accuracy, efficiency, and superior customer experience in a high-volume