At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live.  As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more.  We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The Quality Review Supervisor is responsible for overseeing the quality assurance activities for our new business, customer care, and claims teams.  The Quality Review Supervisor ensures that our business areas meet the standards and expectations of our customers, regulators, and internal standard operating procedures. The Quality Review Supervisor also provides coaching, feedback, and training to the quality reviewers and insurance processors.

1. Manage the daily operations of the quality review team, including assigning tasks, monitoring performance, and resolving issues.
2. Conduct quality audits on the insurance processing activities, such as claims, underwriting, billing, and policy administration.
3. Identify and report quality issues, trends, and improvement opportunities to the Insurance Operations Managers and other stakeholders.
4. Develop and implement quality standards, policies, procedures, and best practices for the Insurance Operations team.
5. Provide coaching, feedback, and training to the quality reviewers and insurance processors to enhance their skills and knowledge.
6. Coordinate with the Insurance Operations Manager and other supervisors to ensure alignment and consistency of quality processes and outcomes.
7. Prepare and present quality reports and metrics to the Insurance Operations Manager and other stakeholders.
8. Participate in quality improvement projects and initiatives.
9. Review and audit insurance policies, claims, and other documents for compliance, accuracy, and completeness
10. Identify and report any errors, discrepancies, or inconsistencies in the insurance data and processes
11. Provide feedback and recommendations to improve the quality and efficiency of the insurance operations and claims administration
12. Collaborate with other departments and stakeholders to resolve any quality issues or customer complaints
13. Conduct quality assurance training and coaching for the insurance staff and agents based on the Mastery levels framework
14. Stay updated on the latest industry standards, regulations, and best practices
15. Process all other duties as assigned by department management.

Education

College preferred
LOMA 281, LOMA 291 and ACS 100 preferred

Experience/Knowledge

Bachelor's degree in business, insurance, or related field.

Minimum of three years of experience in insurance operations, preferably in quality assurance or quality control.

Minimum of one year of supervisory or leadership experience.

Proficient in Microsoft Office applications, especially Excel and Word.

Knowledge of insurance products, services, and regulations.

Knowledge of quality assurance methodologies, tools, and techniques.

Excellent communication, interpersonal, and presentation skills.

Strong analytical, problem-solving, and decision-making skills.

Ability to work independently and collaboratively in a fast-paced and dynamic environment.

Ability to manage multiple tasks and prioritize effectively.

Ability to coach, mentor, and motivate others.

Attention to detail and accuracy.

Commitment to quality and customer satisfaction.

At least 3 years of experience in quality review, audit, or compliance in the insurance industry

Skills

Quality Review Supervisor

Insurance Operations

Quality Assurance

Quality Control

Quality Standards

Quality Audits

Quality Reports

Quality Improvement

Quality Management Systems

Excellent written and oral communication skills

Extremely organized, detailed and accurate

Strong project management skills with drive to meet deadlines

Strong ability to work independently and in collaboration with others

Strong analytical skills

Strong work ethic and customer focus orientation

Proficient in Microsoft Office (Intermediate skills in Power Point Presentation and Excel)

Technically competent

What’s in it for you?

The expected hiring compensation range for this position is $76,600 - $105,325 annually. 

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses.  This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date.  This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing.  Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff).  We’re big on professional development and we’ll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.