Manager, Quality Assurance

F&G is looking to hire for a Manager, Quality Assurance 

The Manager, Quality Assurance is responsible for managing process outputs to ensure procedures are completed correctly and makes recommendations for technology and process improvements to increase efficiency and speed. This position is responsible for ensuring products and service meet the established standards of quality, including reliability, usability, and performance, with the overall objective of providing the best customer experience for all stakeholders. This position aims to leverage quality processes to identify and resolve issues early, meet customer expectations, establish and maintain standards, and build consumer trust in our products by maintaining consistency and dependability.

This position reports to the AVP, Business Optimization, and will work closely with the Retail Leadership team to support quality assurance initiatives within Retail Markets. This position will have direct reports constituting the Quality Assurance team.

Duties and Responsibilities

• Lead and manage the Retail Quality Assurance team which includes but is not limited to hiring, training, and the development of team members
• Ability to build strong relationships with various teams and employees across the organization
• Draft and evaluate the adequacy of quality assurance policies and procedures
• Manage the interpretation and implementation of quality assurance standards and procedures across Retail Markets
• Oversee and evaluate the implementation and efficiency of quality review systems
• Develop and maintain documentation for quality assurance processes and procedures
• Investigate customer complaints and non-conformance issues
• Establish sampling procedures for collecting, recording, monitoring, and reporting quality data
• Analyze data to identify areas for improvement in the quality system
• Document and evaluate internal and external audit requests and audit findings and implement appropriate remediation
• Coordinate and support on-site audits conducted by external providers
• Collaborate with the business, Training and Knowledge Management, CI, and Change Enablement teams to develop, recommend, and monitor remediation and preventive actions for challenges identified through the QA process.
• Monitor and support risk management activities
• Assure ongoing compliance with quality and industry regulatory requirements

Experience and Education Requirements

• Bachelor’s degree preferred
• 7+ years Quality Assurance, auditing or related experience
• 2+ years leadership experience
• Experience with the implementation of quality remediation programs
• Insurance industry-specific experience
• Proven experience in the practical usage of data analysis tools and statistical analysis
• Preferred certifications including Quality Auditor, Quality Engineer, Quality Improvement Associate, or Six Sigma

Knowledge, Skills & Abilities

• Strong computer skills, including Microsoft Office, QA applications, and databases
• Knowledge of tools, concepts, and methodologies of QA
• Knowledge of Life and Annuity Insurance regulatory requirements
• Demonstrates high critical thinking and reasoning skills with strong attention to detail while working in an environment that requires an ability to prioritize
• Analytical and conceptual thinker; flexible approach; discretionary effort; organizational commitment; customer service orientation; innovation; and focus on teamwork
• Strong verbal and written communication skills
• Demonstrated success in influencing cultural change
• Strong interpersonal skills.
• Data collection, management, and analysis
• Problem analysis and problem-solving
• Planning and organizing
• Sound judgment

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel required (less than 10%)

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