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Quality Business Specialist
Globe Life. Oversee and drive quality assurance initiatives for the Globe Life Family Heritage Division .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance initiatives, with a strong focus on developing and managing quality frameworks, conducting root cause analysis, and driving performance improvements in the insurance industry. Proven ability to communicate effectively with diverse stakeholders and present quality performance insights to leadership.
Highest-signal resume keywords
Quality Assurance ManagementInsurance Industry ExperienceData Analysis and InterpretationPublic Speaking and Presentation SkillsMicrosoft Office Suite Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance FrameworksRoot Cause AnalysisKPI MonitoringSales Quality ManagementProcess ImprovementAudit CompliancePerformance ManagementProject ImplementationData ReportingPolicy Evaluation
Soft Skills
Strong Communication SkillsTask and Time ManagementDecision Making Under PressureAdaptabilityCollaboration
Certifications & Qualifications
Bachelor's Degree or Equivalent Experience
Industry Keywords
InsuranceQuality ExcellenceAgent Misconduct InvestigationCustomer Complaints ManagementSales Documentation Audit
About the role
Key responsibilities & impact- Oversee and drive quality assurance initiatives for the Globe Life Family Heritage Division
- Serve as the primary resource for Quality Business needs for the field force and home office
- Act as liaison between the field force and home office departmental partners
- Develop and maintain systems, templates, tools, dashboards, and reports
- Develop plans and roadmaps to mature the Quality Business function
- Identify high-impact projects and see them through to implementation
- Monitor policy lapse rates, early cancellations, premium trends, and KPIs
- Evaluate business processes to identify gaps, inefficiencies, and improvement opportunities
- Investigate agent misconduct, fraud, mis-selling, quality failures, and customer complaints
- Conduct root cause analysis
- Lead corrective action plans for high-risk or underperforming agents and agencies
- Provide coaching, feedback, and performance management to Agency Owners, middle management, and agents
- Audit sales documentation, KYC protocols, and consent practices for regulatory adherence
- Develop, implement, and manage quality assurance frameworks
- Collaborate with Compliance, IT, Operations, Training, and Sales
- Develop, oversee, and communicate key initiatives to GLFHD leadership
- Prepare and present quality performance reports and presentations to senior leadership
- Partner with peers to ensure seamless operations and continuity
- Travel 25%-50%
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor's Degree or equivalent working experience
- 3+ years insurance industry experience required
- 2+ years managing sales quality required
- 2+ years working in an insurance agency preferred
- Strong oral and written communication skills
- Proven public speaking and presentation skills
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access, Outlook)
- Strong task and time management skills
- Ability to manage details, execute effective follow-through, and meet tight deadlines
- Flexible and adaptable in a fast-paced environment
- Action oriented, results driven, and able to think independently
- Ability to make strong decisions under pressure
- Experience in individual and collaborative environments
- Ability to interpret complex data and translate findings into actionable strategies
- Track record of driving a culture of quality excellence
- Ability to deliver high-quality, error-free work products under tight deadlines
- Reliable and predictable attendance of assigned shift
- Ability to work full time and/or part time based on position specifications
Benefits
Comp & perks- Competitive compensation designed to reflect your expertise and contribution
- Comprehensive health, dental, and vision insurance plans
- Robust life insurance benefits
- Retirement plans, including company-matched 401k and pension plan
- Paid holidays and time off
- Parental leave
- Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep goals
- Company-paid counseling for mental health, stress management, and work-life balance
- Continued education reimbursement eligibility
- Company-paid FLMI and ICA courses
- Discounted Texas Rangers tickets