QA Manager, Life Ops — Lead Risk-Based Quality

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

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.