Client Readiness/ Client Service Quality Reviewer

 

Location Designation: Fully Remote 

 

 

Role Overview:

This position provides both professional and technical support, focusing on professional, technical, and quality oversight support. Serving as a liaison between the quality team, management, and business partners, you will analyze, research, and interpret processes in line with compliance guidelines, documentation, and other available information to ensure the completeness and accuracy of deliverables. Success in this role is measured by meeting productivity goals and adhering to quality standards. You will lead calibration sessions and on-the-job training (OJT) sessions, offering ongoing coaching in partnership with the Training Department and Business Management. Additionally, you may provide guidance and coaching to both your team and business partners.

What You'll Do:

• Communicate and raise awareness of GBS Quality Programs to peers and internal customers.
• Act as a technical and procedural resource for operational deliverables.
• Act as a subject matter expert (SME), bridging knowledge gaps related to processes, compliance, and legal considerations.
• Recommend and guide internal customers on the appropriate quality management methodologies, including quality review methodologies, guidelines, and business standard references.
• Research, interpret, and respond to inquiries from internal customers regarding product and case-specific issues as part of the quality review process.
• Resolve escalated issues or coordinate resolution with appropriate business partners
• Identify, document, and communicate defects or errors identified during quality reviews
• Demonstrate working knowledge of the Implementation Guide, data cards, data docs, proposals, and Internal Data Document (IDD)
• Identify trends, risks, and opportunities for continuous improvement during reviews
• Develop and/or recommend action plans or targeted coaching to address quality defects and recurring error trends
• Create and maintain process documentation, including workflows and mappings, as needed.
• Assist in the development or updating of guidelines, job aids, and SOPs
• Analyze quality, productivity, and performance metrics to identify opportunities for improvement.
• Facilitate quality calibration sessions to ensure scoring consistency and alignment.
• Support management by analyzing data, reports, and summary results.

What You'll Bring:

• Bachelor’s degree preferred.
• Required Experience with Life, Disability, and Accident insurance products.
• Minimum of 4 years of relevant experience in quality review, contracts, implementation, client service, or related function
• Familiarity with data cards such as ACQ (Disability), DCF (Life), APGSie (Accident), Case Install (Voluntary Products) and an understanding of WF+
• Strong understanding of compliance, legal, and complex business processes.
• Demonstrated coaching, training, and facilitation skills
• Excellent attention to detail, organizational strength, and a productivity-focused mindset.
• Experience in Quality Control is preferred

 

*Please note, there will be the expectation of onsite attendance 1x per month*

 

Pay Transparency

Salary Range: $65,000-$80,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

 

Company Overview 

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. 

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, suppo