ADA Senior Quality Analyst - 9637

Description and Requirements
At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts and project managers who collaborate to create innovative solutions to address core business challenges within MetLife. This role will conduct quality reviews of absence claims, collecting and analyzing quality opportunities and root causes to ensure quality standards are achieved.
Location: Must live within a commutable distance of the Oriskany, NY, Tampa, FL, Bloomfield, CT Cary, NC, Aurora, IL, offices
Once a month in office for meetings
Key Responsibilities:

• Conducts quality reviews of Americans with Disabilities Act (ADA) claims.
• Identifies trends, root causes, and quality gaps from the analysis of data. Provides timely and meaningful feedback to associates and management regarding performance and quality standards.
• Partners with team to develop criteria and standards in which to measure quality behaviors.
• Assists in the research, analysis, partnering and providing feedback and recommendations for quality improvements to the training and procedures team.
• Presents findings to Senior Level Management and other key stakeholders.
• Coach and mentor ADA Specialists to drive improvements in claim handling.
• Provide additional support to the Absence Management Services quality team as needed.

Essential Business Experience and Technical Skills:
Proficient knowledge of the leave services industry and the operational transactions and processes supported.
Required:

• 3+ years of experience managing ADA claims.
• Experience managing absence claims for a variety of customers and leave programs
• Strong oral and written communication skills
• Strong working knowledge of Excel and PowerPoint
• Excellent report writing and presentation skills
• Demonstrated critical thinking, attention to detail, analysis and problem-solving skills

Preferred:

• Prior training or management experience
• Bachelor's degree

Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.