Quality Assurance Lead - Remote

Symetra is seeking a Quality Assurance Lead to help support the Life and Retirement Quality Team. About the role The Quality Assurance Lead partners closely with the Quality leadership team to support the day-to-day leadership and operational effectiveness of the Quality Assurance function. This role is responsible for overseeing Quality Team activities, ensuring service level commitments are met or exceeded, and serving as a key liaison between the Quality Team and business partners. The position focuses on driving quality excellence, improving operational processes, identifying trends, and promoting superior agent and customer service outcomes. While providing leadership and guidance to the team, this role does not carry direct performance management responsibilities. What You Will Do Act as the Assistant Manager for the Quality Assurance Team, partnering with the managers in all aspects except performance management. Monitor operational volumes and workloads to ensure optimal allocation and utilization of resources. Support staffing and resource planning to ensure operational readiness during peak business periods, including commission cutoffs, month-end activities, and other high-priority deadlines. Ensure service level agreements and quality objectives are consistently achieved or exceeded. Respond to escalated inquiries and issues from internal business partners. Support the development of a high-performing quality-focused culture. Why Work at Symetra “I chose Symetra b