Business Quality Assurance Senior Associate


Date: May 14, 2022

Location: Philadelphia, PA, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.





Alternate locations: Philadelphia, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania); Plano, TX (Texas); Tampa, FL (Florida)


  • Responsible for the documentation and maintenance of specific quality assurance business processes within CSO.
  • Support gaining business validation of current and future state quality program models and processes.
  • Determining and outlining business quality assurance improvements.
  • Analyzing and monitoring implemented changes to business processes to determine success or recommend changes.
  • Provide call coaching per the quality assurance parameters.
  • Provide client interaction quoting per the quality assurance parameters.
  • Engage and cultivate ongoing working relationships with assigned business subject matter experts, Group Operational Readiness (GOE) partners, IT partners, vendors, consultants, and third-party administrators (TPAs) to meet deliverables.
  • Support business readiness activities in conjunction with GOE, IT, Product, vendors, consultants, TPAs and business partners including standard operating procedures, training materials, production support models and release management.
  • Work with business partners on identified quality assurance gaps and stretch targets.
  • Support development and maintenance of business quality assurance tools.
  • Support development and maintenance of business quality metrics and reporting.
  • May assist with the review of foundational, role specific, gap and refresher training curriculum to support changes.
  • May provide input to the development of programs for role specific, gap and refresher training curriculum to support business process changes.
  • Acts as a change advocate by introducing, embracing, and managing change.
  • Brings proven ability to manage time in ways that ensures effective management and execution of competing priorities.  
  • Responsible for keeping technical skills updated.


Identify mandatory (M) vs. desired (D)


  • BA degree or 3+years of relevant business quality audit or review, project management or related work experience. (M)
  • Strong written and verbal communication skills is critical to effectively communicate with internal business partners (M)
  • Strong presentation skills:  one-on-one, small, and large groups and with peers. Command attention and can manage group process during the presentation; can change tactics midstream when something isn’t working. (M)
  • Attention to detail is critical to effectively handle the technical aspects of the job. (M)
  • Strong understanding and knowledge of the internal organization of Group Benefit Solutions. (D)
  • Prior insurance (ideally group disability, life, leave) industry experience. (D)
  • Strong organizational skills. Capable of effectively and independently prioritizing multiple tasks to meet tight deadlines. Ability to work well under pressure. (D)
  • Experience planning and project management skills. (D)
  • Ability to learn additional business analysis domains required. (D)
  • Experience partnering with other business leads and subject matter experts to drive results required. (D)
  • Experience gathering, documenting, and signing off on business-related documentation throughout the business value chain required. (D)
  • Strong interpersonal skills to work with many different personalities and styles. (M)
  • Demonstrated skill in change leadership, knowledge of change management best practices. (D)
  • Ability to influence others across internal and external stakeholders and all levels of the organizational hierarchy. (D)
  • Ability to travel intermittently (up to 15%) (M)


Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 85778




Nearest Major Market: Philadelphia

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