Operations Quality Analyst

  • Company: MetLife
  • Location: Tampa, Florida
  • Posted: March 30, 2017
  • Reference ID: 51061-en_US

Job Location: United States : Florida : Tampa  



The indiviual in this role conducts quality process reviews and assessments for operations processes and transactions specific to the Life Shared Services teams.  In, addition they will analyze quality audit findings and work with team leadership to diagnose root causes and create and recommend corrective action plans.



  • Evaluate and improve business processes by effectively conducting a statistically valid sample of quality evaluations. 
  • Provide timely and meaningful feedback to associates to improve performance. 
  • Assist in conducting research, gathering quality information and the production of reports that provide key quality improvement and cost reduction opportunities. 
  • Identify trends and quality gaps from the analysis of monitoring data to improve the customer experience.
  • Continuously communicate areas of opportunity to the leadership. 
  • Identify and make recommendations for process improvements or training needs utilizing Root Cause Analysis methodology. 
  • Perform internal audits (within Quality Assurance team) as necessary.
  • Perform other duties as assigned or required.



The individual who fills this role will be self-motivated and have a strong desire to meet the needs of the business and the customers we support. The manager of the team works in another location, so the ability to stay focused and to keep up with work on a day to day basis with little direct supervision is critical.  In addition, candidates for this role should possess.


  • A strong knowledge of one or more areas of Life Shared Services transaction processing ie. 1035 Exchanges, Group Conversions, Term Conversions, DI Admin, Replacements
  • Minimum of 1-3 years of experience within Life Shared Services Processing teams preferred.
  • A demonstrated ability to have a consistently strong attention to detail.
  • Solid written and verbal communications skills.
  • The ability to problem solve and work with team leadership to ensure all key deliverables are met on time each month.


Minimal (0-10%)


Global Technology & Operations




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



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 51061 

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