Manager, Quality Assurance – Agency Operations

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Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

The Manager, Quality Assurance plays a critical leadership role in driving operational excellence across Agency Operations and Limited Support Organizations (LSOs) that directly support AmeriLife’s distribution channels. This position is responsible for building, managing, and maintaining the QA plan, quality framework, audit methodology, and governance practices for processes that impact agent onboarding, contracting, commissions, stakeholder service, compliance with internal policies, regulatory standards, and industry best practices. The role requires a strategic, detail-oriented leader who can analyze operational workflows and standard operating procedures, identify process improvement opportunities, determine training needs based on QA findings, ensure audit readiness, and partner with cross-functional teams to continuously improve performance, mitigate risk, and strengthen the agent, marketer, and customer experience.

Job Description

Key Duties & Responsibilities

• Define, implement, and manage the quality assurance framework, audit methodology, standards, and governance practices for Agency Operations and LSOs, including audit scope, coverage, cadence, staffing needs, and alignment to SOPs (Standard Operating Procedures), internal controls, regulatory requirements, and carrier standards
• Lead the QA audit program across Agency Operations processes, including agent contracting, licensing, onboarding, commissions, business process activities, service interactions, and distribution operations; oversee real-time and retrospective audits to validate accuracy, documentation, SOP adherence, service quality, and risk-based scoring consistency
• Lead and develop Quality Auditors, QA Analysts, QA BPAs (Business Process Analyst), and Quality Assurance Professionals by managing workload allocation, audit volumes, productivity expectations, performance goals, coaching, feedback, and accountability against defined quality, productivity, and service expectations
• Analyze documentation, operational activities, QA results, scorecards, SLA performance, and process trends to identify deviations, defects, non-compliance issues, process needs, training opportunities, root causes, and performance gaps that could impact processing efficiency, quality, compliance, or agent/marketer satisfaction
• Develop executive-ready reporting that translates QA findings into meaningful business insights, actionable recommendations, corrective and preventive actions, and clear visibility into quality trends, operational risk, compliance exposure, customer impact, service experience, and improvement progress
• Partner with Agency Operations, Compliance, Risk, Technology, Training, affiliates, vendors, and distribution operations teams to align on quality expectations, metrics, improvement priorities, SOP validation, and QA rebuttal process s, SOP governance, audit criteria, documentation standards, QA scripts, audit scoring, rebuttal processes, and training reinforcement
• Drive continuous improvement by leading root cause analysis, identifying systemic quality issues and operational defects, supporting corrective action plans, standardizing processes across teams and affiliates, and partnering with business teams to reduce repeat errors and sustain improvements
• Maintain audit readiness, support internal and external audit needs, monitor quality KPIs and team productivity, and support the CoE and other business needs as they arise in a high-volume, transaction-based operations environment