Sr Operations Quality Analyst - STD

  • Company: MetLife
  • Location: Bloomfield, Connecticut
  • Posted: May 09, 2017
  • Reference ID: 56961-en_US

Job Location: United States : Bloomfield : Connecticut    



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 with the freedom to create innovative and solutions to address core business challenges with MetLife. This role will develops criteria and ensures that operational processes and transactions meet quality standards for performance. Analyzes problems and uses root cause diagnostics to determine problematic trends, and recommends corrective action plans. 



  • Evaluates and improves business processes by effectively conducting a statistically valid sample of quality evaluations.
  • Develops criteria to measure performance of customer service representatives.
  • Provides timely and meaningful feedback to associates to improve performance.
  • Conducts research, gathers quality information and produces reports that provide key quality improvement and cost reduction opportunities.
  • Identifies trends and quality gaps from the analysis of monitoring data to improve the customer experience.
  • Continuously communicates areas of opportunity to the leadership.
  • Identifies and makes recommendations for process improvements or training needs utilizing Root Cause Analysis methodology.
  • May utilize Six Sigma methodology to identify process improvement opportunities.
  • Performs internal audits as necessary. 


  • Bachelor’s Degree
  • 5+ years related experience in operations QA or customer service/ operations/ processing.


Operations : Claims




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 #: 56961 

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