Location Designation: Hybrid

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

GBS

Alternate locations: Philadelphia, PA (Pennsylvania); Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania)

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.

The Business Quality Assurance resources within the Strategy Execution & Development (SE&D) team support Service Operations (CSO) business quality assurance through the development and maintenance of business quality audit documentation, contact center call coaching, client engagement interactions auditing and outlining business quality improvement, and analyzing and monitoring implemented changes for proof of success or to identify changes.

Major Duties and Responsibilities:

• 
  Responsible for the documentation and maintenance of specific quality assurance business processes.
• Support gaining business validation of current and future state quality program models and processes.
• Analyzing and monitoring implemented changes to business processes to determine success or recommend changes.
• May provide call coaching per the quality assurance parameters.
• May provide client interaction coaching per the quality assurance parameters.
• Engage and cultivate ongoing working relationships with assigned business subject matter experts, project management and operational readiness partners, IT partners, vendors, consultants, and third-party administrators (TPAs) to meet deliverables.
• Work with business partners on identified quality assurance gaps and stretch targets.
• Support development and maintenance of business quality assurance tools.
• Support development and maintenance of business quality metrics and reporting.
• May assist with the review of foundational, role specific, gap and refresher training curriculum to support changes.
• May provide input to the development of programs for role specific, gap and refresher training curriculum to support business process changes.

• Acts as a change advocate by introducing, embracing, and managing change.
• Brings proven ability to manage time in ways that ensures effective management and execution of competing priorities.
• Responsible for keeping technical skills updated.

Qualifications:

Identify mandatory (M) vs. desired (D)

• BA degree or transferable skills from relevant business quality audit or review, project management or related work experience. (M)
• Strong written and verbal communication skills is critical to effectively communicate with internal business partners (M)
• Strong presentation skills: one-on-one, small, and large groups and with peers. Command attention and can manage group process during the presentation; can change tactics midstream when something isn’t working. (M)
• Attention to detail is critical to effectively handle the technical aspects of the job. (M)
• Strong understanding and knowledge of the internal organization of Group Benefit Solutions. (D)
• Prior insurance (ideally group disability, life, leave) industry experience. (D)
• Strong organizational skills. Capable of effectively and independently prioritizing multiple tasks to meet tight deadlines. Ability to work well under pressure. (D)
• Experience planning and project management skills. (D)
• Ability to learn additional business analysis domains required. (D)
• Experience partnering with other business leads and subject matter experts to drive results required. (D)
• Experience gathering, documenting, and signing off on business-related documentation throughout the business value chain required. (D)
• Strong interpersonal skills to work with many different personalities and styles. (M)
• Knowledge of change management best practices. (D)
• Ability to influence others across internal and external stakeholders and all levels of the organizational hierarchy. (D)

Impact:

This position has a critical impact on Group Benefit Solutions’ (GBS) short and long-range plans and goals for obtaining client centricity which includes the successful business quality assurance. The ability to follow the appropriate business process in support of our clients and customers has a major impact on GBS’s bottom line.

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.

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Salary range: $47,500-$70,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 88689