Manager, Quality Assurance

Pacific Life • Charlotte, NC

5d

About The Position

Pacific Life is seeking a Manager, Quality Assurance to join its Life Operations organization in Charlotte, North Carolina. The role leads an independent Quality Assurance function that provides an objective, risk-based view of processing and service quality across Life Operations. Reporting directly to the Vice President, Life Operations, the manager turns quality findings into actionable insights, identifies systemic risks and improvement opportunities, and partners with operational leaders to strengthen processes, controls, employee capability, and customer outcomes. The role leads a team of Quality Assurance professionals while maintaining clear independence from day-to-day operational decision-making and first-line controls.

Requirements

• Bachelor’s degree or equivalent professional experience.
• A minimum of 5 years of progressive experience in quality assurance, life insurance operations, operational risk, controls, compliance, audit, or a related financial services discipline.
• Experience with Quality Assurance practices, including risk-based sampling, transaction testing, scoring methodologies, defect classification, calibration, root-cause analysis, and corrective-action validation.
• Demonstrated ability to establish quality standards, review processes, metrics, reporting, and governance practices.
• Strong analytical and problem-solving skills, including the ability to identify trends and systemic issues and translate findings into actionable recommendations.
• Strong communication and leadership skills, including the ability to build partnerships across Operations and other business and enterprise functions while maintaining Quality Assurance independence and objectivity.

Nice To Haves

• Direct experience with life insurance operations, including policy servicing, claims, customer service, producer support, or related operational functions.
• Experience designing, implementing, or significantly improving a Quality Assurance program in a complex operational environment.
• Experience with quality management, workflow, call-recording, speech-analytics, case-management, sampling, or related technology.
• Experience supporting significant process improvement, operating-model transformation, technology implementation, automation, or artificial intelligence initiatives.
• Lean, Six Sigma, Quality Management, audit, risk, compliance, change-management, data-analysis, or project-management certification.

Responsibilities

• Lead the Life Operations Quality Assurance program, establishing consistent standards, risk-based reviews, sampling, scoring, and calibration practices.
• Turn quality findings into actionable insights by identifying trends, systemic risks, and opportunities to improve operational performance and customer outcomes.
• Drive root-cause analysis and corrective action with operational leaders, and ensure improvements are effective and sustainable.
• Deliver quality reporting and governance that gives leaders visibility into performance, risks, recurring issues, and control effectiveness.
• Lead and develop a high-performing Quality Assurance team while maintaining the function’s independence and objectivity.

Benefits

• Medical, dental, and vision coverage
• Wellbeing Reimbursement Account for employees or eligible dependents
• Paid time off
• Holiday schedules
• Financial Planning Time Off
• Paid parental leave
• Adoption assistance program
• 401(k) savings plan with company match and an additional contribution regardless of participation
• Additional incentive pay may be available to most employees

What This Job Offers

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