Client Readiness/ Client Service Quality Reviewer

New York Life • New York, NY

2d • Hybrid

About The Position

This position provides both professional and technical support, focusing on professional, technical, and quality oversight support. Serving as a liaison between the quality team, management, and business partners, you will analyze, research, and interpret processes in line with compliance guidelines, documentation, and other available information to ensure the completeness and accuracy of deliverables. Success in this role is measured by meeting productivity goals and adhering to quality standards. You will lead calibration sessions and on-the-job training (OJT) sessions, offering ongoing coaching in partnership with the Training Department and Business Management. Additionally, you may provide guidance and coaching to both your team and business partners.

Requirements

• Required Experience with Life, Disability, and Accident insurance products.
• Minimum of 4 years of relevant experience in quality review, contracts, implementation, client service, or related function.
• Familiarity with data cards such as ACQ (Disability), DCF (Life), APGSie (Accident), Case Install (Voluntary Products) and an understanding of WF+.
• Strong understanding of compliance, legal, and complex business processes.
• Demonstrated coaching, training, and facilitation skills.
• Excellent attention to detail, organizational strength, and a productivity-focused mindset.

Nice To Haves

• Bachelor’s degree preferred.
• Experience in Quality Control is preferred.

Responsibilities

• Communicate and raise awareness of GBS Quality Programs to peers and internal customers.
• Act as a technical and procedural resource for operational deliverables.
• Act as a subject matter expert (SME), bridging knowledge gaps related to processes, compliance, and legal considerations.
• Recommend and guide internal customers on the appropriate quality management methodologies, including quality review methodologies, guidelines, and business standard references.
• Research, interpret, and respond to inquiries from internal customers regarding product and case-specific issues as part of the quality review process.
• Resolve escalated issues or coordinate resolution with appropriate business partners.
• Identify, document, and communicate defects or errors identified during quality reviews.
• Demonstrate working knowledge of the Implementation Guide, data cards, data docs, proposals, and Internal Data Document (IDD).
• Identify trends, risks, and opportunities for continuous improvement during reviews.
• Develop and/or recommend action plans or targeted coaching to address quality defects and recurring error trends.
• Create and maintain process documentation, including workflows and mappings, as needed.
• Assist in the development or updating of guidelines, job aids, and SOPs.
• Analyze quality, productivity, and performance metrics to identify opportunities for improvement.
• Facilitate quality calibration sessions to ensure scoring consistency and alignment.
• Support management by analyzing data, reports, and summary results.

Benefits

• leave programs
• adoption assistance
• student loan repayment programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level