At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Quality Business Specialist? Globe Life is looking for a Quality Business Specialist to join the team!
In this role, you will be responsible for overseeing and driving quality assurance initiatives for the Globe Life Family Heritage Division (GLFHD). This role ensures that all business processes, technology, analysis, customer interactions, and regulatory requirements meet established standards of excellence.
This is a remote/work-from-home position.
What You Will Do:
- Serve as the primary person and go-to resource for all Quality Business needs for GLFHD, for both the field force and home office alike.
- Act as the primary liaison between the field force and key home office departmental partners on all Quality Business matters.
- Develop and maintain systems, templates, tools, dashboards, and reports that make quality data easy to act on and run the Quality Business function efficiently and effectively.
- Act as a thought leader and develop plans and roadmaps to mature this function, identify high-impact projects, and see them through to implementation.
- Monitor policy lapse rates, early cancellations, premium trends, and key performance indicators (KPIs) to catch problems before they grow.
- Monitor and evaluate business processes to identify gaps, inefficiencies, and areas for improvement using data-driven methodologies.
- Investigate agent misconduct, fraud, and mis-selling objectively and thoroughly; conduct root cause analysis on quality failures and customer complaints.
- Lead and implement corrective action plans for high-risk or underperforming agents and agencies.
- Provide coaching, feedback, and performance management to Agency Owners, middle management, and agents on quality expectations.
- Audit sales documentation, KYC ("Know Your Customer") protocols, and consent practices to ensure adherence to state and federal insurance regulations.
- Develop, implement, and manage quality assurance frameworks for GLFHD.
- Collaborate with cross-functional teams including Compliance, IT, Operations, Training, and Sales to align quality standards with business goals.
- Develop, oversee, and communicate key initiatives to GLFHD leadership.
- Prepare and present high-impact quality performance reports and presentations to senior leadership, with data that drives decisions.
- Partner with peers to ensure seamless GLFHD operations and continuity.
- Some travel required (25%-50%).
- Other duties as assigned.
What You Can Bring:
- Bachelor's Degree or equivalent working experience.
- 3+ years insurance industry experience is required.
- 2+ years managing sales quality is required.
- 2+ years working in an insurance agency preferred.
- Strong oral and written communication skills with the proven ability to engage and facilitate crucial conversations at all levels of GLFHD from new sales agents and middle management to Agency Owners and senior leadership.
- Proven public speaking and presentation skills with the ability to clearly convey quality expectations and drive results through data.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access, Outlook).
- Strong task and time management skills with the ability to manage details, execute effective follow-through, and meet tight deadlines.
- Flexible and adaptable, able to handle last-minute changes, shift directions quickly, and thrive in a fast-paced environment.
- Action oriented, results driven, and able to think independently; proactively identifies issues and opportunities, implements effective solutions, and makes strong decisions under pressure.
- Coachable team player with experience in both individual and collaborative environments and a desire to work in a culture that values leadership development.
- Ability to interpret complex data and translate findings into actionable strategies.
- Track record of driving a culture of quality excellence by influencing and energizing teams at all levels toward shared performance goals.
- Consistently delivers high-quality, error-free work products under tight deadlines in a fast-paced environment.
Applicable To All Employees of Globe Life Family of Companies:
Reliable and predictable attendance of your assigned shift.
Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.
