Quality Assurance Lead

Symetra; United States; Hybrid; USD 100,000 - 125,000; Full time

Job summary

Join a dynamic financial services company as a Quality Assurance Lead, where you will enhance service excellence and drive quality standards. This role offers the chance to lead a QA team, ensuring high levels of customer service while collaborating with business partners. With flexible working arrangements and a focus on employee well-being, this position is ideal for those looking to make a significant impact in a growing organization. Embrace the opportunity to contribute to a culture of inclusion and transparency in a company committed to delivering value and sustainability.

Benefits

Flexible full-time or hybrid telecommuting arrangements

401(k) plan with company matching

Paid time off including vacation and sick time

Community involvement matching program

Qualifications

• 2+ years in a quality team role or 5+ years equivalent experience.
• Proven leadership ability in customer service and operations.

Responsibilities

• Oversee QA team activities to ensure service levels are met.
• Analyze current volumes for efficient resource deployment.
• Conduct reviews of transactions and provide feedback.

Skills

Leadership in customer service

Analytical skills

Problem-solving

Communication skills

Attention to detail

Organizational skills

Education

High School Diploma/GED

Bachelor's Degree

LOMA, AAPA coursework

Job description

Symetra has an exciting opportunity to join our team as a Quality Assurance Lead!

About the Role

As a Quality Assurance Lead, you will act as the Assistant Manager to the team in partnership with the Unit Manager. You will oversee the activities of the QA team to ensure service levels are met or exceeded. The QA Lead plays a key liaison role between the team and its business partners to promote the highest possible level of agent and customer service excellence. In this role you will also help to drive quality standards and practices and may act as a subject matter expert for procedure and training efforts.

What you Will do

• Analyze current volumes to determine the most efficient deployment of resources


• Proactively prepare for key dates such as commission cut-offs, month-end, etc.


• Answer escalated questions from business partners


• Drive quality with business partners through interactions and communications


• Develop and facilitate regular meetings with service and operations leadership to review error trends


• Ensure that all department procedures are current while participating as a main contributor


• Conduct review of financial and non-financial transactions, document results, provide feedback and trend analysis to management and employee


• Conduct review of customer/agent/broker interaction(s), document results, and provide feedback and trend analysis to management and employee.


• Provide subject matter expertise for procedure documentation and training efforts


• May provide occasional training for business areas

What we offer you

We don't take a "one-size-fits-all" approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements


• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%


• Paid time away including vacation and sick time, flex days and ten paid holidays


• Give back to your community and double your impact through our company matching


• Want more details? Check out ourSymetra Benefits Overview

Compensation

Hourly Range: $28.93-$38.61 hourly plus eligibility for annual bonus program

Who you are

• High School Diploma/GED required; bachelor's degree preferred


• LOMA, AAPA coursework preferred


• 2+ years' in a quality team role or 5+ years equivalent experience


• Proven leadership ability in customer service and operations business groups


• Excellent verbal, written and interpersonal communication skills


• Excellent analytical, problem solving and decision-making skills


• Attention to detail, quality, and accuracy


• Able to handle multiple responsibilities and priorities concurrently


• Strong organizational, project coordination and time management skills

We Empower Inclusion

At Symetra, we're building a place where every employee feels valued, respected, and has opportunities to contribute. Inclusion is about recognizing our assumptions, considering multiple perspectives, and removing barriers.

We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our effortshere.

In a complex industry, we strive for clarity.

Symetra is a dynamic and growing financial services company with 60 years of experience and customers nationwide. In our daily work delivering retirement, employee benefits, and life insurance products, we're guided by the principles of VALUE, TRANSPARENCY AND SUSTAINABILITY. That means we provide products and services people need at a competitive price, we communicate clearly and honestly so people understand what they're getting, and we build products that stand the test of time. We work hard and do what's right for our customers, communities, and employees. Join our team and share in our success as we work toward becoming the next national player in our industry.

For more information about our careers visitwww.symetra.com/careers.

Work Authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

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