Life QA Manager: Lead Quality & Impact

Pacific Life; United States; On-site; USD 113,000 - 139,000; Full time

Job summary

Pacific Life in Charlotte, NC is seeking a Manager of Quality Assurance to lead the Life Operations QA program, establishing standards, sampling, scoring and calibration practices. The role focuses on turning findings into actionable insights and driving improvements across operations.

You will lead a QA team, perform root‑cause analysis, and provide governance with meaningful quality reporting while partnering with Operations and enterprise functions.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years of progressive experience in quality assurance within life insurance operations or related financial services.
• Experience establishing quality standards, review processes, metrics, reporting and governance.
• Strong analytical and problem‑solving skills to identify trends and translate findings into actions.
• Proven leadership and communication to partner across Operations and enterprise functions.

Responsibilities

• Lead the Life Operations Quality Assurance program with risk-based sampling and calibration.
• Turn quality findings into actionable insights and improve operational performance.
• Drive root‑cause analysis and corrective actions with leadership to ensure lasting improvements.
• Deliver meaningful QA reporting and governance for visible performance and risks.
• Develop and mentor a high‑performing QA team while maintaining independence.

Skills

Quality Assurance practices

Risk-based sampling

Root-cause analysis

Analytical thinking

Leadership

Communication

Education

Bachelor’s degree or equivalent professional experience

Tools

Quality management tools

Call recording systems

Speech analytics

Case management software

Job description

Pacific Life in Charlotte, NC is seeking a Manager of Quality Assurance to lead the Life Operations QA program, establishing standards, sampling, scoring and calibration practices. The role focuses on turning findings into actionable insights and driving improvements across operations.

You will lead a QA team, perform root‑cause analysis, and provide governance with meaningful quality reporting while partnering with Operations and enterprise functions.