Job Details

Operations Quality Assurance SpecialistPacific Life is seeking talented Operations Quality Assurance Specialists to join our Consumer Markets Division in Omaha, NE or Charlotte, NC.In this role, you will play a critical part in ensuring the accuracy, compliance, and quality of life insurance inforce processing activities. You will conduct detailed transaction audits, identify trends and root causes, and provide actionable insights that improve operational performance, reduce risk, and strengthen service quality across the organization.This is an excellent opportunity for individuals looking to grow their career in operations quality, risk, and process improvement within a leading financial services organization.How You'll Make an Impact:Perform detailed quality audits of claims transactions across Pay QA, Set-Up QA, and Follow-Up QA, including claim payment accuracy, interest review and calculation, post-death interest, initial claim setup, documentation, beneficiary/payee information, follow-up requirements, and completion of required claim actionsEvaluate claims processing for adherence to established procedures, authority guidelines, controls, regulatory requirements, service standards, and customer-focused claim handling expectationsDocument QA findings for pay, set-up, and follow-up reviews, including defect type, root cause, severity, risk impact, coaching opportunity, and recommended corrective actionPartner with claims leaders, processors, trainers, and business partners to clarify expectations, reinforce procedures, and support corrective action planning when quality gaps are identifiedAnalyze QA results to identify trends in payment errors, setup accuracy, missing or incomplete documentation, follow-up timeliness, procedural gaps, and recurring claim handling themesContribute to claims QA reporting and insight development that helps leadership understand risk areas, training needs, workload impacts, and opportunities to improve claim quality and consistencySupport continuous improvement initiatives aimed at increasing quality, efficiency, and consistencyParticipate in calibration sessions for Pay QA, Set-Up QA, and Follow-Up QA to ensure review accuracy, consistent scoring, and alignment across QA reviewers and claims operationsHow you'll help move us forward:Consistently apply sound judgment and accountability when evaluating pay accuracy, interest review and calculation, post-death interest, claim setup completeness, follow-up activity, documentation quality, and adherence to claims proceduresIdentify meaningful trends and root causes across Pay QA, Set-Up QA, and Follow-Up QA that help reduce repeat errors, strengthen controls, and improve the customer claim experienceDeliver timely, accurate, objective, and actionable QA findings through clear documentation, consistent scoring, and constructive communication with claims processors and leadersBuild strong partnerships with claims operations stakeholders to support coaching, quality improvement, procedural alignment, and consistent claim handling practicesContribute to a culture of continuous improvement by using QA insights to support training, reduce risk, improve claim accuracy, and strengthen operational excellenceThe experience you bring:1–4 years of experience in claims processing, claims quality assurance, auditing, compliance, insurance operations, financial operations, or operational risk/control environmentsStrong analytical and critical thinking skills with the ability to identify claim processing patterns, root causes, procedural gaps, and risk trends across QA review resultsExceptional attention to detail and documentation accuracyAbility to interpret and apply claims procedures consistently while exercising sound judgment in pay, set-up, and follow-up review scenariosStrong communication and partnership skills with the ability to provide constructive, fact-based feedback to claims processors, leaders, and training partnersAbility to manage multiple priorities in a fast-paced environmentDemonstrated adaptability and learning agilityWhat makes you stand out:Experience in life insurance claims, financial services, banking, healthcare claims, or other regulated operational environmentsPrior experience with claims quality assurance, claim payment review, claim setup review, follow-up review, audit, compliance, or controls workKnowledge of claims operations, life insurance claim handling, beneficiary/payee review, documentation requirements, payment controls, interest calculation, and post-death interest reviewExperience supporting process improvement or operational excellence initiativesRecruiting ProcessInitial resume reviewCandidates selected for next steps will be notified via emailFinalists will complete a recorded video interview through HireVuePosition Level & CompensationThis role may be filled at either the Specialist or Sr Specialist level based on qualifications and experience.Compensation by Level:Analyst I: Omaha: $32 – $37 per hour/Charlotte: $34 - $39 per hourAnalyst II: Omaha: $36 – $41 per hour/Charlotte: $38 - $43 per hourYour Benefits Start Day 1Your wellbeing is important to Pacific Life, and we're committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we've got you covered.Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependentsGenerous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time OffPaid Parental Leave as well as an Adoption Assistance ProgramCompetitive 401k savings plan with company match and an additional contribution regardless of participationYou Can Be Who You AreWe are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.