Job Summary
The Manager, Quality Assurance plays a critical leadership role in driving operational excellence across Agency Operations and Limited Support Organizations (LSOs) that directly support AmeriLife’s distribution channels. This position is responsible for building, managing, and maintaining the QA plan, quality framework, audit methodology, and governance practices for processes that impact agent onboarding, contracting, commissions, stakeholder service, compliance with internal policies, regulatory standards, and industry best practices. The role requires a strategic, detail-oriented leader who can analyze operational workflows and standard operating procedures, identify process improvement opportunities, determine training needs based on QA findings, ensure audit readiness, and partner with cross-functional teams to continuously improve performance, mitigate risk, and strengthen the agent, marketer, and customer experience.
Job Description
Key Duties & Responsibilities
- Define, implement, and manage the quality assurance framework, audit methodology, standards, and governance practices for Agency Operations and LSOs, including audit scope, coverage, cadence, staffing needs, and alignment to SOPs (Standard Operating Procedures), internal controls, regulatory requirements, and carrier standards
- Lead the QA audit program across Agency Operations processes, including agent contracting, licensing, onboarding, commissions, business process activities, service interactions, and distribution operations; oversee real-time and retrospective audits to validate accuracy, documentation, SOP adherence, service quality, and risk-based scoring consistency
- Lead and develop Quality Auditors, QA Analysts, QA BPAs (Business Process Analyst), and Quality Assurance Professionals by managing workload allocation, audit volumes, productivity expectations, performance goals, coaching, feedback, and accountability against defined quality, productivity, and service expectations
- Analyze documentation, operational activities, QA results, scorecards, SLA performance, and process trends to identify deviations, defects, non-compliance issues, process needs, training opportunities, root causes, and performance gaps that could impact processing efficiency, quality, compliance, or agent/marketer satisfaction
- Develop executive-ready reporting that translates QA findings into meaningful business insights, actionable recommendations, corrective and preventive actions, and clear visibility into quality trends, operational risk, compliance exposure, customer impact, service experience, and improvement progress
- Partner with Agency Operations, Compliance, Risk, Technology, Training, affiliates, vendors, and distributionoperations teams to align on quality expectations, metrics, improvement priorities, SOP validation, and QA rebuttal process s, SOP governance, audit criteria, documentation standards, QA scripts, audit scoring, rebuttal processes, and training reinforcement
- Drive continuous improvement by leading root cause analysis, identifying systemic quality issues and operational defects, supporting corrective action plans, standardizing processes across teams and affiliates, and partnering with business teams to reduce repeat errors and sustain improvements
- Maintain audit readiness, support internal and external audit needs, monitor quality KPIs and team productivity, and support the CoE and other business needs as they arise in a high-volume, transaction-based operations environment
Qualifications
- Bachelor27s degree in Business, Finance, or related field preferred; equivalent experience considered
- 5+ years of experience in financial services operations, insurance, wealth, distribution, agency operations, or related operational environment preferred
- 3+ years of experience in quality assurance, audit, operational risk, compliance, process improvement, or QA program execution preferred
- Prior experience leading, coaching, or managing Quality Auditors, QA Analysts, QA BPAs, operations teams, or process improvement teams preferred
- Experience designing, managing, or executing QA/audit programs, audit plans, scoring methods, scorecards, dashboards, SOP governance, and quality standards
- Strong analytical skills with the ability to evaluate quality data, identify trends, determine root causes, assess operational risk, and translate findings into actionable recommendations and executive-ready insights
- Strong knowledge of operational workflows, SOP adherence, compliance requirements, internal controls, QA documentation practices, audit readiness, and process discipline
- Excellent organizational, communication, stakeholder management, collaboration, coaching, and time management skills
- Positive approach to taking initiative, creative problem solving, standardization, transformation support, and continuous improvement in a collaborative environment
- Proficient user of Microsoft Office Suite or similar tools; familiarity with QA tools, workflow systems, reporting platforms, CRM, audit tools, or Lean Six Sigma/process improvement methods preferred
This job description is not intended to be an exhaustive list of all duties, responsibilities, or requirements. The role is expected to support the CoE and other business needs as they arise.
What AmeriLife Offers
A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.
