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Supervisor, Quality Assurance Customer Service (Life)

Company

Transamerica
Address , Remote
Employment type FULL_TIME
Salary $61,500 - $81,500 a year
Expires 2023-10-05
Posted at 9 months ago
Job Description
Job Family
Customer Service
Who We Are

Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).
Summary
Supervises Quality department staff activities and provides leadership, motivation, training and development. Identifies quality trends and issues, and recommends quality standard benchmarks and improvements to support quality initiatives.
Responsibilities:
  • Conduct performance reviews; coach/counsel team members individually and together towards improved performance.
  • Provide monthly reports of quality control results to department managers and supervisors, including information on trends identified during audits.
  • Develop team members through coaching and mentoring; act as an information resource to answer questions and resolve issues related to processes and tasks.
  • Act as a liaison between the team and other departments for information sharing, research and issue resolution.
  • Ensure compliance with internal policies/procedures and service level agreements; provide recommendations for improvement.
  • Ensure work is processed correctly and that daily output and quality standards are met.
  • Manage schedules and monitor daily work flow activities. Keep up-to-date on regulations, procedures, standards and systems to ensure work is processed accurately and efficiently.
  • Prepare and present root cause findings from audits and lead discussions to brainstorm possible fixes for identified issues. Look for ways to leverage best practices/successes in other areas of the business.
Qualifications:
  • Organizational and time-management skills.
  • Understanding of multiple administration systems.
  • Three years of audit related experience.
  • Proficiency using MS Office tools.
  • Problem-solving, analytical and decision-making skills.
  • Communication and interpersonal skills to coach and mentor staff.
  • Bachelor’s degree in a business-related field or equivalent training/experience.
  • In-depth knowledge of insurance practices and principles.
Preferred Qualifications:
  • Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations
  • Team lead or supervisory experience.
  • Knowledge of Transamerica systems and operational areas.
Working Conditions:
  • Your working location designation is Remote. Remote means that you will not be expected to work from a Company office location on a routine basis. When not working in a Company office location, you will be expected to work from your home or other approved workspace in the U.S.
  • Occasional travel.

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.* *

The salary for this position generally ranges between $61,500 - $81,500 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company discretion.
This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.
What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits
  • Competitive Pay
  • Bonus for Eligible Employees

Benefits Package
  • 401k Match
  • Disability Insurance
  • Career Training & Development Opportunities
  • Vision Insurance
  • Dental Insurance
  • Tuition Reimbursement
  • Employee Stock Purchase Plan
  • Medical Insurance
  • Employee Discounts
  • Pension Plan

Health and Work/Life Balance Benefits
  • PTO for Volunteer Hours
  • Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
  • Inclusion and Diversity Programs
  • Employee Matching Gifts Program
  • Paid Time Off starting at 160 hours annually for employees in their first year of service.
  • Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
  • Back-Up Care Program
  • Peer Recognition Program (BRAVO)
  • Employee Resource Groups
  • College Coach Program
  • Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
  • Referral Bonus Programs
  • Employee Assistance Program
  • Employee Recognition Program
  • Adoption Assistance

Inclusion & Diversity

Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.

In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.

Giving Back

Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.

https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation

Transamerica’s Parent Company
Aegon
acquired the Transamerica business in 1999. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.