Quality Improvement Supervisor

EquiTrust Life Insurance Company•West Des Moines, IA

6d•Hybrid

About The Position

As a Quality Improvement Supervisor, you will lead the daily operations of the Quality Improvement team within the Policy Administration Contact Center. You will oversee Quality Improvement Coordinators, drive quality assurance initiatives, and foster a culture of continuous improvement through coaching, auditing, and performance management. This role works closely with Policy Administration, Information Technology, Compliance, Sales, Customer Experience, and other cross-functional teams to ensure exceptional customer service, regulatory compliance, and operational excellence. We are looking for candidates who are passionate about customer experience, quality improvement, and developing high-performing teams, and who bring strong leadership, analytical, communication, and problem-solving skills.

Requirements

High school diploma or equivalent required.
Minimum of 3 years of life insurance and/or annuity experience required.
Minimum of 3 years of Quality Improvement experience in a contact center environment required.
Strong leadership and employee coaching skills.
Excellent verbal, written, and interpersonal communication skills.
Ability to build collaborative relationships across departments.
Strong analytical, organizational, and problem-solving abilities.
Experience using quality monitoring and reporting tools.
Intermediate to advanced proficiency in Microsoft Office (Excel, Word, PowerPoint, and Outlook).
Ability to analyze quality trends and recommend actionable improvements.
Skilled in developing and maintaining procedures, documentation, and training materials.
Ability to manage multiple priorities in a fast-paced environment.
Strong presentation and facilitation skills.
Professional judgment, accountability, and attention to detail.
Commitment to fostering an inclusive, collaborative, and customer-focused work environment.
Ability to remain seated for extended periods while using a computer.
Frequent use of hands for keyboarding and other fine manipulation tasks.
Frequent verbal communication and active listening.
Occasional standing, walking, bending, and reaching.
Occasionally lift and carry up to 20 pounds.

Nice To Haves

Bachelor's degree in Business, Insurance, or a related field preferred.
Experience supporting leadership within Policy Administration or Insurance Operations preferred.
At least 1 year of supervisory or team leadership experience preferred.

Responsibilities

Lead, coach, and develop a team of Quality Improvement Coordinators to achieve performance and quality objectives.
Conduct performance management activities, including hiring recommendations, coaching, evaluations, and employee development.
Oversee quality monitoring programs, including call reviews, documentation audits, and process evaluations.
Analyze quality metrics, audit results, and performance trends to identify improvement opportunities.
Partner with leadership to implement continuous improvement initiatives that enhance service quality and operational efficiency.
Serve as an escalation point for complex customer service issues.
Prepare and communicate quality performance reports and recommendations to leadership.
Ensure compliance with company policies, procedures, and applicable regulatory requirements.
Collaborate with cross-functional teams to improve systems, workflows, training, and processes.
Maintain accurate quality documentation and reporting.
Support the development and maintenance of policies, procedures, and training materials.
Promote EquiTrust's Core Values of Integrity, Leadership, Accountability, Teamwork, and Passion.
Perform additional duties and projects as assigned.