Manager, Quality Assurance

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

Benefits offered by this job

Medical, Dental, Vision

Wellbeing Reimbursement Account

Paid Time Off

Financial Planning Time

Job summary

Pacific Life Insurance Company in Charlotte, NC is seeking a Manager, Quality Assurance to lead an independent QA function within Life Operations. You will drive risk-based reviews, establish standards, and translate findings into actionable improvements across processing and service quality.

You will report to the Vice President, Life Operations and guide a QA team to strengthen processes, controls, and customer outcomes while preserving QA independence from day-to-day operations.

Qualifications

• Bachelor’s degree or equivalent with at least 5 years in QA or related field.
• Experience with risk-based sampling, transaction testing, scoring, and defect classification.
• Ability to establish quality standards, metrics, reporting, and governance.
• Strong analytical and problem-solving skills to identify trends and translate findings into actionable recommendations.
• Excellent communication and leadership to partner across functions while maintaining QA independence.

Responsibilities

• Lead the Life Operations QA program with risk-based reviews, sampling, scoring, and calibration practices.
• Turn quality findings into actionable insights, identifying trends, systemic risks, and opportunities to improve performance and outcomes.
• Drive root-cause analysis and corrective action with operational leaders to ensure sustainable improvements.
• Deliver meaningful QA reporting and governance, providing clear visibility into performance and control effectiveness.
• Lead and develop a high-performing QA team while maintaining independence and objectivity of the QA function.

Skills

QA leadership

Risk-based reviews

Root-cause analysis

Data-driven decision making

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

Speech analytics

Call recording

Case management

Workflow management

Sampling tools

Job description

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead - our policyholders count on us to be there when it matters most. It's a big ask, but it's one that we have the power to deliver when we work together. We collaborate and innovate - pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it's the right thing to do. Pacific Life is more than a job, it's a career with purpose. It's a career where you have the support, balance, and resources to make a positive impact on the future - including your own.

We're actively seeking a talented Manager, Quality Assurance to join our Life Operations organization in Charlotte, NC.

As Manager, Quality Assurance, you'll move Pacific Life, and your career, forward by leading an independent Quality Assurance function that provides an objective, risk-based view of processing and service quality across Life Operations. Reporting directly to the Vice President, Life Operations, you will turn quality findings into actionable insights, identify systemic risks and improvement opportunities, and partner with operational leaders to strengthen processes, controls, employee capability, and customer outcomes. You will lead a team of Quality Assurance professionals supporting Life Operations while maintaining clear independence from day-to-day operational decision-making and first-line controls.

How you’ll help move us forward:

• 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.

The experience you bring:

• Bachelor’s degree or equivalent professional experience, with a minimum of 5 years of progressive experience in quality assurance, Life insurance operations, operational risk, controls, compliance, audit, or a related financial services discipline.
• Experience with Quality Assurance practices including risk-based sampling, transaction testing, scoring methodologies, defect classification, calibration, root-cause analysis, and corrective-action validation.
• Demonstrated ability to 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.

What makes you stand out:

• Direct experience with life insurance operations, including policy servicing, claims, customer service, producer support, or related operational functions.
• Experience designing, implementing, or significantly improving a Quality Assurance program within a complex operational environment.
• Experience with quality management, workflow, call-recording, speech-analytics, case-management, sampling, or related technology.
• Experience supporting significant process improvement, operating-model transformation, technology implementation, automation, or artificial intelligence initiatives.
• Lean, Six Sigma, Quality Management, audit, risk, compliance, change-management, data-analysis, or project-management certification.

Base Pay Range:

The base pay range noted represents the company's good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$113,490.00 - $138,710.00

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we're committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we've got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time