Manager, Quality Assurance

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Manager, Quality Assurance to join our Life Operations organization in Charlotte, NC.

As Manager, Quality Assurance, you’ll move Pacific Life, and your career, forward by leading an independent Quality Assurance function that provides an objective, risk-based view of processing and service quality across Life Operations. Reporting directly to the Vice President, Life Operations, you will turn quality findings into actionable insights, identify systemic risks and improvement opportunities, and partner with operational leaders to strengthen processes, controls, employee capability, and customer outcomes. You will lead a team of Quality Assurance professionals supporting Life Operations while maintaining clear independence from day-to-day operational decision-making and first-line controls.

• Lead the Life Operations Quality Assurance program, establishing consistent standards, risk-based reviews, sampling, scoring, and calibration practices.
• Turn quality findings into actionable insights, identifying trends, systemic risks, and opportunities to improve operational performance and customer outcomes.
• Drive root-cause analysis and corrective action, partnering with operational leaders to address issues and ensure improvements are effective and sustainable.
• Deliver meaningful quality reporting and governance, giving leaders clear visibility into performance, risks, recurring issues, and control effectiveness.
• Lead and develop a high-performing Quality Assurance team, building strong capabilities while maintaining the independence and objectivity of the QA function.
  

• Bachelor’s degree or equivalent professional experience, with a minimum of 5 years of progressive experience in quality assurance, Life insurance operations, operational risk, controls, compliance, audit, or a related financial services discipline.
• Experience with Quality Assurance practices including risk-based sampling, transaction testing, scoring methodologies, defect classification, calibration, root-cause analysis, and corrective-action validation.
• Demonstrated ability to establish quality standards, review processes, metrics, reporting, and governance practices.
• Strong analytical and problem-solving skills, with the ability to identify trends and systemic issues and translate findings into clear, actionable recommendations.
• Strong communication and leadership skills, with the ability to build effective partnerships across Operations and other business and enterprise functions while maintaining the independence and objectivity of Quality Assurance.
  

• Direct experience with life insurance operations, including policy servicing, claims, customer service, producer support, or related operational functions.
• Experience designing, implementing, or significantly improving a Quality Assurance program within a complex operational environment.
• Experience with quality management, workflow, call-recording, speech-analytics, case-management, sampling, or related technology.
• Experience supporting significant process improvement, operating-model transformation, technology implementation, automation, or artificial intelligence initiatives.
• Lean, Six Sigma, Quality Management, audit, risk, compliance, change-management, data-analysis, or project-management certification.

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Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.