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 because I heard it was a pro-employee company—and it’s absolutely true. The work environment is supportive, the people are great, and the benefits are generous. Symetra truly cares about its employees. The relaxed atmosphere and opportunities to learn and grow—both within your role and beyond—make it a great place to build your career.” - Alicia L., Claims Examiner

What we offer you

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Give back to your community and double your impact through our company matching
• Want more details? Check out our Symetra Benefits Overview

Compensation

$29.83 - $49.68 hourly plus eligibility for company annual bonus program.