LTD Senior Operations Quality Analyst - 15085

Description and Requirements
The Team You'll Join
At MetLife, we work to make a meaningful impact on the lives of our customers and communities. Within Global Technology & Operations (GTO), our diverse team of engineers, analysts, developers, and project managers collaborates to build innovative solutions that address core business challenges.
As a Senior Operations Quality Claims Analyst for Long-Term Disability (LTD), you will help ensure we consistently deliver high-quality claim experiences by conducting quality reviews, identifying improvement opportunities, and driving operational excellence.
How You'll Help Us Build a Confident Future (Key Responsibilities)
In this role, you will:

• Conduct quality evaluations of LTD claims to ensure we meet or exceed customer expectations.
• Identify trends, root causes, and quality gaps through data analysis, providing timely and actionable feedback to associates and leadership.
• Collaborate with training, procedures, product, and service delivery teams to address discrepancies and recommend improvements.
• Coach and mentor LTD associates to strengthen claim-handling performance.
• Support broader LTD quality initiatives and perform additional responsibilities as needed.

What You Need to Succeed (Required Qualifications)

• 3+ years of experience managing LTD claims across diverse customer groups
• Strong verbal and written communication skills
• Proficiency in Excel, including pivot tables and formulas
• Excellent report writing and presentation abilities
• Demonstrated critical thinking, attention to detail, analytical, and problem-solving skills

What Gives You an Edge (Preferred Qualifications)

• Prior training or people-management experience
• Bachelor's degree in a related field or equivalent experience
• Experience with STD, State Plans, PFML, or other Absence Management Solutions (AMS)

The expected salary range for this position is $50,000 - $80,169. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$50,000 - $80,169