- Location
- Clearwater, FL, United States of America
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Source
- Workday
Description
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 AmeriLife’s 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 distribution operations 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
Qualifications
- Bachelor’s degree in Business, Finance, or related field preferred; equivalent experience considered
- 5+ years of experience in financial services operations, insurance, wealth, distribution, agency operations, or related operational environment preferred
- 3+ years of experience in quality assurance, audit, operational risk, compliance, process improvement, or QA program execution preferred
- Prior experience leading, coaching, or managing Quality Auditors, QA Analysts, QA BPAs, operations teams, or process improvement teams preferred
- Experience designing, managing, or executing QA/audit programs, audit plans, scoring methods, scorecards, dashboards, SOP governance, and quality standards
- Strong analytical skills with the ability to evaluate quality data, identify trends, determine root causes, assess operational risk, and translate findings into actionable recommendations and executive-ready insights
- Strong knowledge of operational workflows, SOP adherence, compliance requirements, internal controls, QA documentation practices, audit readiness, and process discipline
- Excellent organizational, communication, stakeholder management, collaboration, coaching, and time management skills
- Positive approach to taking initiative, creative problem solving, standardization, transformation support, and continuous improvement in a collaborative environment
- Proficient user of Microsoft Office Suite or similar tools; familiarity with QA tools, workflow systems, reporting platforms, CRM, audit tools, or Lean Six Sigma/process improvement methods preferred
This job description is not intended to be an exhaustive list of all duties, responsibilities, or requirements. The role is expected to support the CoE and other business needs as they arise.
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 [email protected].
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.