Annuity Operations Quality Assurance (QA) Analyst

Position Overview

Job Title: Annuity Operations Quality Assurance (QA) Analyst
Department: Operations
Reports To: Operational TPA Oversight Manager, Individual Operations
FLSA Status: Exempt

This role will have responsibility for quality reviewing annuity service requests across our operations team. The role includes Quality Assurance (QA) of new business, post issue and call center transactions. This candidate will maintain consistent communication with our TPA partner and support projects related to oversight and continuous improvement initiatives. The successful incumbent will partner closely with operational teams, product, compliance, marketing, and key vendor partners.

Key Responsibilities

• Perform QA on processed new business applications, post issue transactions (financial & non-financial) and incoming phone calls.
• Ensure timely and accurate responses to meet our SLA objectives while providing a positive customer experience.
• Assist in reporting all QA reviews and metrics to leadership on a monthly cadence.
• Perform root cause analysis on failed QA cases to determine process gaps or training opportunities.
• Partner with the TPA QA team to address questions and attend monthly meetings with TPA to discuss variances and goals of the QA workstream.
• Aid the Operational TPA Oversight Manager in analyzing QA findings to ensure proper prioritization.
• Act professionally in all interactions while utilizing effective written and verbal communication skills.

Required Qualifications

• 2-3 years of experience in annuities with 1-2 years specialized focus on Quality Assurance (QA).
• Prior experience working directly with a TPA provider.
• Demonstrated knowledge of operations and process improvement with strong business acumen and the ability to translate business plans into actionable solutions.
• Knowledge of annuity products, including fixed, indexed, and variable.
• Experience in analyzing, measuring, and evaluating data through reporting.
• Excellent verbal and written communication skills at all levels of the organization.
• Ability to effectively interact with external parties – TPA partners, customers, and vendors.
• Strong critical thinking skills for effective problem solving.
• Self-motivated with the ability to take initiative individually.
• Ability to work in a complex and innovative environment.