Team Leader - Quality

Description and Requirements
The Team Leader leads a team responsible for ensuring accuracy, clarity, compliance, and consistency of customer-facing email communications. This role oversees quality review operations for Regional Market, Small Market, Specialty Markets, and Small Business Solutions service teams.
The position involves people leadership, performance management, process governance, and continuous improvement to deliver superior customer experience and uphold communication quality standards.
People Leadership & Team Management

• Lead, coach, and develop a team of QA Analysts/Specialists to deliver high-quality email review outputs.
• Conduct regular 1:1 discussions, performance reviews, and capability assessments to build a strong talent pipeline.
• Foster a culture of accountability, engagement, and continuous improvement.
• Manage team schedules, workload distribution, daily operations, and productivity targets.

Quality Assurance & Operational Excellence

• Oversee end-to-end quality review of customer-facing email communication to ensure adherence to accuracy, compliance, and process guidelines.
• Ensure consistent delivery of monthly quality check targets across the team.
• Review escalated, complex, or critical email cases and provide guidance for resolution.
• Monitor team performance trends, identify gaps, and implement corrective actions.

Coaching, Feedback & Development

• Provide structured, constructive, and actionable feedback to team members and stakeholders.
• Conduct coaching sessions to improve writing skills, customer centricity, and adherence to communication guidelines.
• Support onboarding and development of new hires and cross-trained team members.

Process Governance & Documentation

• Maintain, update, and enhance QA work instructions, SOPs, and process documentation.
• Lead calibration exercises across markets and teams to ensure consistency in scoring standards.
• Drive compliance with quality frameworks and audit guidelines.

Stakeholder Management

• Collaborate with onshore partners, process owners, trainers, and business leaders to resolve issues and align on expectations.
• Provide business insights, quality trends, and recommendations through structured reporting.

Continuous Improvement & Projects

• Lead or contribute to annual and quarterly improvement projects aimed at enhancing clarity, accuracy, and effectiveness of QA processes.
• Identify opportunities for automation, standardization, and process optimization.
• Champion Lean, Six Sigma, and data-driven problem-solving practices.

Additional Responsibilities

• Support business continuity initiatives and cross-functional activities as needed.
• Execute any other duties aligned with organizational priorities.

Education, Technical Skills & Other Critical Requirement
Bachelor's degree (Any Stream) or diploma with a minimum of 15 years of education.
5 + years of experience in the industry (required).
2+ years of experience in quality assurance and customer service (preferred).
Prior experience mentoring or leading team members; people manager experience required.

• Strong written communication and quality evaluation skills.
• Ability to coach associates effectively and provide structured feedback.
• Working knowledge of Six Sigma, Lean methodologies, statistical tools (7 QC), and MS Visio (preferred).
• Proficiency in MS Office (Excel, Word, PPT, Teams, Outlook).
• Working experience with systems/applications like Salesforce, Kana, Soldcase, CDF, GroupFacts, CBS, UIS (preferred).

• Strong customer centricity and analytical mindset.
• Ability to plan, prioritize, and manage daily floor operations.
• Excellent collaboration, relationship management, and problem-solving skills.
• Self-driven and passionate about continuous improvement.

About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
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