Manager, Quality Assurance – Agency Operations

AmeriLife•Clearwater, FL

13d

About The Position

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.

Requirements

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

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