Direct to Consumer Sales Quality Assurance Lead

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The Quality Assurance Lead plays a crucial role in ensuring exceptional customer service delivery across voice and email channels in LGA. This position is responsible for monitoring, assessing, and improving the quality of interactions between our agents and customers, with a focus on maintaining high service standards and regulatory compliance.

This person will have a highly visible role within the team, interacting with leadership and analyzing Agent / Case Manager behaviors that may put LGA at risk if not corrected
• Spotting trends within call scripting that need to be adjusted and/or using high EQ / IQ to determine where a PI may not have been sold on the LGA solution for Life Insurance
• Ability to maintain the high operational standard the D2C team is building in the form of Training, SLA's, SOP's, Metric Score Carding, and Quality Standards

Quality Assurance Duties

1. Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and compliance with policies. (TCPA/RLV/Quotes/UW Guidelines/etc.)
2. Conduct call calibration sessions with leadership to maintain consistent evaluation criteria across the team
3. Provide detailed feedback to supervisors, highlighting strengths and areas for Improvement within the team
4. Develop and implement quality improvement plans in collaboration with team leaders and training departments.
5. Maintain and update quality assurance scorecards and documentation.
6. Monitor interactions for adherence to industry regulations and company policies.
7. Identify and report any compliance risks or violations promptly.

Training

1. Educate and upskill Agent knowledge of the UW guidelines while staying updated on competition changes as well as LGA's updating of pricing structure
2. Based on call feedbacks and QA results, give data and insight to D2C leadership in order to execute well placed training and upskilling of Agents and Case Managers
3. Promptly address any team member questions or concerns with regards but not limited to SLA's / SOP's / Standards

Operational Oversight

1. Ensure proper application of internal procedures and compliance with industry regulations. Such as 100% call recording, proper call logging, proper noting in SF and any other internal system
2. Support the call center team by addressing call scripting modifications and ways of modifying calls while staying within QA guidelines.
3. Assist in creating or updating call scripts, workflows, and standard operating procedures (SOPs).
4. Coordinate with leadership to call focus to skillsets in need of training and continuing education
5. Create and maintain the training guidelines for the D2C team. Inclusive of Salesforce, Application manager, Partner Dashboard, phone systems, and any other agent or case management applications needed to complete work
6. Keep all D2C Agents, Case Managers, and Leadership licensed to do business in all 50 states. Maintain the database of when licenses need to be renewed, continuing education is needed, and any other items that need to be addressed while keeping all licenses current
7. Assist in monthly and yearly sales team contest, including daily/weekly competition battles for top in KPI's, along with quota attainment trophies such as giveaways or medals.
8. Included in QA monitoring, alert Leadership of any necessary chargebacks to commissions with regards to misquotes and quality issues

Data Analysis & Reporting

1. Generate regular reports on agent performance, quality metrics, and operational efficiency for management review.
2. Identify recurring issues or gaps in processes through data analysis and recommend corrective actions.
3. Track key performance indicators (KPIs) to measure the effectiveness of quality assurance initiatives. Including but not limited to the mandatory 2 calls, per agent per week (Minimum 8 calls per Month). Case Managers of at least 4 calls per Month.
4. Collaborate with D2C Leadership to enhance training materials based on observed trends or deficiencies.
5. Participate in team meetings to discuss customer service trends, quality insights, and action plans for improvement.

Education

High school diploma or equivalent

State of Maryland Life & Health Insurance license preferred

Experience/Knowledge

3+ years of contact center experience in contact center sales, preferably in insurance, financial services, or performance marketing sectors

Excellent analytical skills with the ability to interpret data and translate it into actionable recommendations.

Exceptional communication skills for providing constructive feedback with leadership team

Knowledge of insurance industry regulations

Skills

Strong interpersonal and communication skills, both written and verbal, presentation, and negotiation skills

Ability to thrive in a fast-paced, high-energy call center environment

Strong organizational skills with ability to multi-task

Initiative-taker with the ability to work independently, thrive under pressure and manage difficult issues in a professional, courteous manner

Strong work ethic, initiative, and the ability to accept full ownership of responsibilities

Reports To

Sr. Manager, Direct-to-Consumer Sales

Staff

None

What's in it for you?

The expected hiring compensation range for this position is $67,000 - $83,700 annually. This position currently requires onsite reporting for up to three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.