Quality Assurance Team Manager

LOCATION

This position is available to Virginia residents as Lynchburg, Virginia in-office applicants or Richmond, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

Genworth as an organization is transforming and with transformation comes the potential for constant change. As a Team Manager in Quality Assurance, you will lead associates that evaluate calls on our LTC policies, which will involve understanding our contracts and making sound business decisions. You will support our culture by coaching, training, motivating, and valuing your staff through servant leadership. By developing and implementing programs to meet goals, understanding our products and customers, and providing suggestions for improvement, you will ensure the team operates at maximum efficiency. We believe in the power of strong leaders. Our leadership team operates with integrity to achieve outstanding results, inspire, and develop associates and calmly lead through innovation and change.

WHAT YOU WILL BE DOING

• Ownership over the Call Quality (CQ) program for the Contact Center by developing department goals and ensuring the CQ program is effective and consistently applied.

• Identify, recommend, and develop processes to achieve call quality assurance and ensure a complete customer experience and goals.

• You will confidently drive individual and team accountability through cultivating feedback, having crucial conversations, and excelling in performance management. As a result, your employees will know how to do their job well, why it matters and how they fit into the organizational strategy.

• As a passionate and energetic leader of 10-12 associates, you will care for yourself and your team by creating a positive work environment where you and your employees can be challenged and grow within the organization. Through transparent and authentic leadership, you will motivate your team by explaining the why, establish relationships that cultivate trust, and empower your employees to be their best.

• Clear and candid communication- is key. Listening to learn will be an essential behavior that enables you to ensure diverse perspectives, champion great ideas and successfully navigate through cross-site and cross-functional teams. Through your words and actions, you will cast a vision, to inspire and lead your team.

• You will collaborate with leadership and partner with other areas across the business (including off-shore teams and leaders) to understand strategy, direction, tactical and strategic requirements and recommend process improvements which generate productivity and increase customer satisfaction.

• Utilizes data to maximize resource efficiency through scheduling & work allocation, monitoring past trends, utilizing knowledge of future events & understanding of capacity model data.

• The ability to generate and interpret data is important in this role. You will be responsible for reviewing trends and recommending intervention tactics for all Contact Center metrics including KPI’s, service levels, inventories, controls, and risks.

• Manage and participate in corporate wide projects and initiatives to improve the customer and representative experience.

• Play an active role in weekly/ monthly/ quarterly forums with other Customer Service, Claims, Intake, and Licensing leaders to ensure appropriate feedback loops and process improvement opportunities are discussed and implemented.

MUST HAVE / WHAT YOU BRING

• 2+ years as a leader or equivalent experience in an advanced role that has provided you with the skills necessary to lead people

• Exhibit flexibility, open to change, can quickly adapt and influence others when change is implemented

• Possess a demonstrated ability to develop people and build relationships, understand that success is achieved not only through goals met but through developing strong, engaged employees

• Experience cultivating feedback and having crucial conversations

• Ability to interpret data, analyze trends, and develop action plans based on patterns and trends

• Proficient in MS Word, Excel, Teams, and Power Point

• Experience participating in and/or leading projects as well as excellent communication and presentation skills

NICE TO HAVE

• Experience reviewing or auditing the quality of others work

• Bachelor’s or master’s degree in fields related to business management or leadership

• Earned an insurance industry designation such as LOMA or AHIP

WHAT WE OFFER

• We have a real impact on the lives of the people we serve

• We work on challenging and rewarding projects

• We give back to the communities where we live

• We offer competitive benefits including:

  • Medical, Dental, Vision, Flexible Spending Account options beginning your first day

  • Generous Choice Time Off your first full year

  • 12 Paid Holidays

  • 40 hours of volunteer time off

  • 401K Account with matching contributions

  • Tuition Reimbursement and Student Loan Repayment

  • Paid Family Leave

  • Child Care Subsidy Program

ABOUT US

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long-term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit https://www.genworth.com/. From time to time Enact separately releases financial and other information about its operations. This information can be found at https://ir.enactmi.com/.

The mission of Genworth’s US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation’s long term care crisis.

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees’ well-being. We know each employee contributes in their own unique way and we’re dedicated to supporting every one of them to help them reach their full potential.