Customer Service Quality Assurance Specialist

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Customer Service Quality Assurance Specialist to join our Consumer Markets Division (CMD) Life Operations team in Newport Beach, CA, Omaha, NE, or Charlotte, NC.

As a Customer Service Quality Assurance Specialist, you’ll move Pacific Life, and your career, forward by assessing the quality-of-Life Customer Service calls and communications, leveraging analytics platforms to identify trends in service quality, identifying process improvement opportunities, and overseeing administration of quality review across Life Operations. FINRA SIE and Series 6 or 7 registrations are required for this role.

How you’ll help move us forward:

• Demonstrates complete understanding of Life Customer Service team’s objectives, processes and rationale, and established service level agreements.
• Reviews assigned communications each month by key deadlines.
• Utilizes established criteria and available resources—including CRM and analytics tools-- to review communications and provide accurate, consistent and constructive feedback reflecting management expectations and the most current procedures and processes.
• Proactively identifies trends and training issues from reviews, addresses with management to ensure issues are resolved, and submits “Training Opportunities” as identified.
• Develops and maintains reporting to collect and analyze activity data and track trends in service quality.
• Analyzes and measures the effectiveness of existing processes.

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.