Quality Assurance Lead - Remote

Symetra Financial Corporation; United States; Híbrido; USD 41.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work arrangement

401(k) immediate vesting

Company matching up to 6%

Paid time away & holidays

Benefits overview

Descripción de la vacante

Symetra Financial Corporation is seeking a Quality Assurance Lead to support the Life and Retirement Quality Team. The role partners with Quality leadership to oversee QA activities, ensuring service levels are met and acted upon as a liaison between QA and business partners.

Responsibilities include monitoring volumes, staffing during peak periods, maintaining SLAs, addressing escalations, and fostering a quality-focused culture across teams.

Formación

• 2-5 years of relevant professional experience in quality assurance, operations, customer service, or a related field.
• Experience analyzing performance metrics, identifying trends, and recommending process improvements.
• Experience working cross-functionally with operational and business stakeholders.

Responsabilidades

• Monitor operational volumes and workloads to ensure optimal allocation and utilization of resources.
• Support staffing and resource planning to ensure operational readiness during peak business periods, including commission cutoffs, month-end activities, and other high-priority deadlines.
• Ensure service level agreements and quality objectives are consistently achieved or exceeded.
• Respond to escalated inquiries and issues from internal business partners.
• Support the development of a high-performing quality-focused culture.

Descripción del empleo

Symetra is seeking a Quality Assurance Lead to help support the Life and Retirement Quality Team.

About the role

The Quality Assurance Lead partners closely with the Quality leadership team to support the day-to-day leadership and operational effectiveness of the Quality Assurance function. This role is responsible for overseeing Quality Team activities, ensuring service level commitments are met or exceeded, and serving as a key liaison between the Quality Team and business partners. The position focuses on driving quality excellence, improving operational processes, identifying trends, and promoting superior agent and customer service outcomes. While providing leadership and guidance to the team, this role does not carry direct performance management responsibilities.

What You Will Do

• Monitor operational volumes and workloads to ensure optimal allocation and utilization of resources.
• Support staffing and resource planning to ensure operational readiness during peak business periods, including commission cutoffs, month-end activities, and other high-priority deadlines.
• Ensure service level agreements and quality objectives are consistently achieved or exceeded.
• Respond to escalated inquiries and issues from internal business partners.
• Support the development of a high-performing quality-focused culture.

Why Work at Symetra

I chose Symetra because I heard it was a pro-employee company - and it's absolutely true. The work environment is supportive, the people are great, and the benefits are generous. Symetra truly cares about its employees. The relaxed atmosphere and opportunities to learn and grow - both within your role and beyond - make it a great place to build your career. - Alicia L., Claims Examiner

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 our Symetra Benefits Overview

Compensation

$29.83 - $49.68 hourly plus eligibility for company annual bonus program.

Who You Are

• 2-5 years of relevant professional experience in quality assurance, operations, customer service, or a related field.
• Experience analyzing performance metrics, identifying trends, and recommending process improvements.
• Experience working cross-functionally with operational and business stakeholders

We empower inclusion

At Symetra, we aspire to be the most inclusive insurance company in the country. We’re building a place where every employee feels valued, respected, and has opportunities to contribute.

Inclusion is about recognizing our assumptions, considering multiple perspective, 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 efforts here.

Creating a world where more people have access to financial freedom

Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we’re guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they’re buying, and we design products and operate our company to stand the test of time. We’re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

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.

Remote Network Minimum Requirements

As a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees’ internet connection:

• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC’s definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.

When applying to jobs at Symetra you’ll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra’s standard as outlined above.

Identity Verification

Symetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity.

• Disqualification from the recruitment process
• Withdrawal of a job offer
• Termination of employment and other criminal and/or civil remedies, if fraud is discovered

Failure to comply with verification procedures may result:

• Disqualification from the recruitment process
• Withdrawal of a job offer
• Termination of employment and other criminal and/or civil remedies, if fraud is discovered

For more information about our careers visit: https://symetra.eightfold.ai/careers