Assistant Manager - Quality
MetLife
The position involves people leadership, performance management, process governance, and continuous improvement to deliver superior customer experience and uphold communication quality standards.
People Leadership & Team Management
- Lead, coach, and develop a team of QA Analysts/Specialists to deliver high‑quality email review outputs.
- Conduct regular 1:1 discussions, performance reviews, and capability assessments to build a strong talent pipeline.
- Foster a culture of accountability, engagement, and continuous improvement.
- Manage team schedules, workload distribution, daily operations, and productivity targets.
- Oversee end‑to‑end quality review of customer-facing email communication to ensure adherence to accuracy, compliance, and process guidelines.
- Ensure consistent delivery of monthly quality check targets across the team.
- Review escalated, complex, or critical email cases and provide guidance for resolution.
- Monitor team performance trends, identify gaps, and implement corrective actions.
- Provide structured, constructive, and actionable feedback to team members and stakeholders.
- Conduct coaching sessions to improve writing skills, customer centricity, and adherence to communication guidelines.
- Support onboarding and development of new hires and cross-trained team members.
- Maintain, update, and enhance QA work instructions, SOPs, and process documentation.
- Lead calibration exercises across markets and teams to ensure consistency in scoring standards.
- Drive compliance with quality frameworks and audit guidelines.
- Collaborate with onshore partners, process owners, trainers, and business leaders to resolve issues and align on expectations.
- Provide business insights, quality trends, and recommendations through structured reporting.
- Lead or contribute to annual and quarterly improvement projects aimed at enhancing clarity, accuracy, and effectiveness of QA processes.
- Identify opportunities for automation, standardization, and process optimization.
- Champion Lean, Six Sigma, and data‑driven problem‑solving practices.
- Support business continuity initiatives and cross-functional activities as needed.
- Execute any other duties aligned with organizational priorities.
Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education.
5+ years of experience in the industry (required).
2+ years of experience in quality assurance and customer service (preferred).
Prior experience mentoring or leading team members; people manager experience required.
- Strong written communication and quality evaluation skills.
- Ability to coach associates effectively and provide structured feedback.
- Working knowledge of Six Sigma, Lean methodologies, statistical tools (7 QC), and MS Visio (preferred).
- Proficiency in MS Office (Excel, Word, PPT, Teams, Outlook).
- Working experience with systems/applications like Salesforce, Kana, Soldcase, CDF, GroupFacts, CBS, UIS (preferred).
- Strong customer centricity and analytical mindset.
- Ability to plan, prioritize, and manage daily floor operations.
- Excellent collaboration, relationship management, and problem-solving skills.
- Self-driven and passionate about continuous improvement.