Quality & Training Specialist, Claims (Hybrid)

Guardian Life Insurance•Pittsfield Charter Township, MI

9d•$58,620 - $96,300•Hybrid

About The Position

As the Quality & Training Specialist, Claims, you will play a critical leadership role in strengthening the foundation of quality and capability building across Individual Life (IL) Claims, including Life, Annuity, and Life Waiver of Premium Claims areas. This role is responsible for driving a consistent, scalable, and forward-looking quality framework while building the next generation of claims talent through structured onboarding and training. We will Help build the core capabilities needed to be successful in this role by providing access to leadership, tools, and cross-functional partnerships that support continuous improvement, innovation, and professional development. This role offers the opportunity to shape the future of quality and training across Individual Life Claims.

Requirements

Extensive experience in Individual Claims (Life, Annuity, and/or Waiver of Premium preferred)
Experience in quality assurance, audit, or process improvement
Experience delivering training programs or onboarding curriculum
Strong analytical skills with ability to identify trends and assess risk
Advanced proficiency in Excel to support trend identification, quality insights, and operational decision-making
Ability to distinguish severity of errors and provide actionable feedback
Strong written and verbal communication skills
Ability to manage competing priorities and drive outcomes
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Responsibilities

Own and lead the quality review function across Life, Annuity, and Life Waiver of Premium claims
Assess and enhance the existing quality framework to drive consistency, transparency, and alignment
Design and implement quality review processes in areas where no formal framework exists
Expand quality standards to incorporate both technical accuracy and customer experience
Leverage data to identify team and individual trends and differentiate between critical and non-critical errors
Translate quality insights into actionable feedback for IL leadership and management teams
Evaluate and implement AI-enabled solutions to streamline and modernize quality processes
Deliver the initial training for new hires including intake, claim setup, phone skills, basic product knowledge, and systems
Monitor new hire readiness and adapt training to improve speed to proficiency
Partner with leadership to drive continuous improvement across quality and training outcomes