Manager, Quality Assurance

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

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.

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:

$113,490.00 - $138,710.00

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.

Your Benefits Start Day 1

• 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 Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life?

Visit Instagram.com/lifeatpacificlife

EEO Statement

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

Pacific Life’s success is driven by our people.

We create, embrace and sustain an inclusive workplace where all employees are respected and supported throughout their career. Our values inspire and direct our actions shaping the vibrant culture we proudly uphold.

Additional Information

Pacific Life is more than a job — it’s a career with purpose. For nearly 160 years, we’ve helped people protect their financial futures through strength, stability, and innovation. Join us to make a meaningful impact and build a career where you can thrive. Learn more.