Training and Quality Assurance Manager - Pet

Description and Requirements
Pet Training and Quality Manager
Summary of Responsibilities:
Responsible for the overall strategy and management of the pet insurance training and quality department. In addition, the training and quality manager is responsible for setting the overall strategy for all pet training and quality initiatives. This person works closely with all areas of the pet team to identify training needs, create training content, and execute training sessions. They are responsible for setting QA strategy for all areas of pet OPS, including but not limited to voice, chat, email and claims interactions. The training and quality manager works with partners across MetLife to identify and take the lead on implementing changes to OPS training and quality processes and systems that will improve associate satisfaction, graduation rates and customer satisfaction.
This role requires a high-energy person capable of strategic thinking, leadership, problem solving, multi-tasking as well as attention to detail in day-to-day operational procedures.
Principal Responsibilities:
• Manages trainers and quality associates
• Provides daily direction and communication to team members to ensure the department is performing optimally
• Responsible for knowledge of MetLife Pet Insurance products and processes and possess the ability to effectively convey this information to team members
• Recommends and implements process improvement strategies
• Creates training content and executes training sessions for new hire as well as ongoing pet team member training
• Prepares and presents reports on department metrics for training and quality
• Implements quality scorecards and expectations that drive customer satisfaction and results in all areas of operations
• Documents and consistently refines standard operating procedures for the training and quality team as well as the knowledge base tools for operations
Knowledge/Skills/Competencies Required:

• High School Diploma or GED
• 5+ years of relevant experience (Pet product knowledge a plus)
• Proven training, content creation and leadership experience with the ability to develop a team
• Ability to effectively lead training sessions across digital platforms in a virtual environment
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
• Excellent organizational, interpersonal, and communication skills, both written and verbal
• Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.

The salary range for applicants for this position is 81,500 - 91,000.
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.
81,500 - 91,000