Role Value Proposition:
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to individual and institutional customers. We’re united by our purpose to help our customers and each other create a confident future; we’re guided by empathy; and we’re inspired by each other to make a difference in the lives of our coworkers, customers, communities, and the world at large. At MetLife, it’s #AllTogetherPossible. Join us!
This role, for a Senior Quality Analyst, will develop criteria and ensure that operational processes and transactions meet quality standards for performance. The role will analyze processes and use root cause diagnostics to determine problematic trends and recommends corrective action plans for quality improvement opportunities for group benefits underwriting.
Key Responsibilities:
- Evaluates and improves business processes and associate performance by effectively conducting quality evaluations for underwriting across MetLife’s group benefits product suite.
- Collaborates with peers to perform case discussions.
- Provides timely and meaningful feedback to associates and management regarding performance and quality standards.
- Participates in calibration discussions between Quality team and related business partners to ensure alignment.
- Compiles QA reports, statistics and analyses for management.
- May assist in research, analysis and recommendation of key quality improvements and cost reduction opportunities.
- Identifies trends, root causes, and quality gaps from the analysis of data to improve the customer experience.
- Continuously communicates areas of opportunity to the leadership. Identifies and makes recommendations for process improvements or training needs.
- Identify opportunities to improve the quality assurance inspection process.
- Supports partner teams on ad hoc work as necessary.
- Performs internal audits such as peer reviews as necessary.
- Performs other duties as assigned or required.
Essential Business Experience and Technical Skills:
Required:
- High School diploma
- 3+ years related group underwriting experience.
- Advanced knowledge of group underwriting business functions, processes, procedures, and policies.
- Advanced analysis, critical thinking, and problem solving.
- Advanced written and verbal communication skills.
- Strong ability to synthesize, understand, interpret and accurately apply contractual language.
Preferred:
- Bachelor’s degree
- 7-8 years related experience
- Strong technical underwriting focus
- Intermediate to Advanced Microsoft Office: Excel, Word, PowerPoint, OneNote, Office
At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.