Manager, Quality Assurance – Agency Operations

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years AmeriLife has been a leader in the development marketing and distribution of annuity life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

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 AmeriLifes 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

What AmeriLife Offers

A comprehensive benefits package that includes PTO medical dental vision retirement savings disability insurance and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race color religion creed sex (including pregnancy childbirth breastfeeding or related medical conditions) sexual orientation gender identity or expression age national origin ancestry disability genetic information marital status veteran or military status or any other protected characteristic under applicable federal state or local law. We are committed to providing an inclusive equitable and respectful workplace where all employees can thrive.

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process please contact us at .

Pay Transparency Statement

We are committed to pay transparency and equity in accordance with applicable federal state and local laws. Compensation for this role will be determined based on skills qualifications experience and market factors. Where required by law the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information such as benefits bonuses and commissions will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about discussing or disclosing their pay or the pay of another employee or applicant as protected under applicable law. Pay ranges are available upon request.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening which may include employment verification education verification criminal history check and other job-related inquiries as permitted by law. All screenings are conducted in accordance with applicable federal state and local laws and information collected will be kept confidential. If any adverse decision is made based on the results applicants will be notified and given an opportunity to respond.