STD Senior Quality Analyst

The Team You Will Join:

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities.  The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts and project managers who collaborate to create innovative solutions to address core business challenges within MetLife. 

This role will conduct quality reviews of disability claims, collecting and analyzing quality opportunities, and delivering results and driving improvements to ensure quality standards are achieved.

Job Title 

Short Term Disability (STD) Senior Quality Analyst

Job Location

Virtual within a Commutable Distance of Aurora IL, Bloomfield, CT, Cary NC, Oriskany NY, or Tampa FL, Candidates must be located within a commutable distance of one of the locations above.  

Virtual Employees Must be available to attend in office meetings once per month.

How You’ll Help Us Build a Confident Future (Key Responsibilities):

The STD Senior Quality Analyst is responsible for:

• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Evaluating and improving business and associate performance by effectively conducting quality evaluations of Short-Term Disability (STD), State Plans, PFML, and concurrent Absence Management Solutions (AMS) claims to ensure we meet or exceed customer expectations. Will engage business procedures, training, contract development, product and service delivery as warranted to discuss any discrepancies found.
• Identifying trends, root causes, and quality gaps from the analysis of data. Providing timely and meaningful feedback to associates and management regarding performance and quality standards.
• Partnering with team to develop questionnaire criteria in which to measure quality behaviors.
• May assist in the research, analysis, partnering and providing feedback and recommendations for quality improvements to the training and procedures team.
• Presenting findings to Senior Level Management and other key stakeholders.
• Coaching and mentor claims associates to drive improvements in claim handling.
• Performing internal audits such as peer reviews as necessary.
• Providing training and guidance to new or less experienced members of the quality team.
• Providing additional support to the Quality team as needed.

What You Need to Succeed (Required Qualifications): 

• New hires should live a commutable distance from the site the role is posted in.
• 5 years of experience effectively managing STD, State Plans, PFML, and concurrent Absence Management Solutions (AMS) claims for a variety of customers.
• Advanced knowledge of the disability services industry and a recognized subject matter expert on the operational transactions and processes supported.
• Strong oral and written communication skills.
• Strong working knowledge of Excel and PowerPoint.
• Excellent report writing and presentation skills.
• Demonstrated critical thinking, attention to detail, analysis and problem-solving skills.

 What Can Give You an Edge (Additional Skills):

• Prior training or management experience.
• Bachelor’s degree in a related field or equivalent experience.

At MetLife, we are leading the global transformation of an industry we've long defined.  United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.