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
How You’ll Help Us Build a Confident Future (Key Responsibilities):
The STD Senior Quality Analyst is responsible for:
Working with senior team members and areas such as Product, Business Procedures, Contracts, or Plan Master; may support the development of criteria and ensure that complex, non-routine processes and functions meet quality and performance standards.
Evaluating and improving business and associate performance by effectively conducting quality evaluations of Short Term Disability (STD), State Plans, PFML, and concurrent Absence Management Solutions (AMS) claims to ensure we meet or exceed customer expectations. Will engage business procedures, training, contract development, product and service delivery as warranted to discuss any discrepancies found.
Providing timely and meaningful feedback to associates and management regarding performance and quality standards.
Compiles QA reports, statistics and analyses for management
May assist in research, analysis and recommendation of key quality improvements and cost reduction opportunities.
Identifies trends, root causes, and quality gaps from the analysis of data to improve the customer experience.
Continuously communicates areas of opportunity to the leadership. Identifies and makes recommendations for process improvements or training needs utilizing root cause analysis and the PDCA methodology.
Identify opportunities to improve the quality assurance evaluation process.
Performs internal audits such as peer reviews as necessary.
Provides training and guidance to new or less experienced members of the team.
Performs other duties as assigned or required.
What You Need to Succeed (Required Qualifications):
Bachelor’s degree in a related field or equivalent experience
7-8 years of related disability claims administration experience
Preferred:
Prior training or management experience
Working knowledge of statistical analysis techniques and methodologies
Advanced knowledge of the financial services industry and recognized subject matter expert on the operational transactions and processes supported
Competencies: Attention to detail, focus on customers, communication skills, analysis and problem resolution skills
Prior management experience
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.