Senior Associate, Quality Assurance

Date: May 9, 2023

Location: Tampa, FL, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



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.



Manages the Quality Assurance function responsible for conducting 5 or 6 assessments per year on defined New York Direct functions to measure strengths and areas of weakness/risk in processes, procedures, and their execution.


Work across NYL Direct and the Quality Board to prioritize quality assurance assessments. Define the scope of each assessment and develop RACI model at the beginning of each assessment. Complete preparation, discovery, testing, results, reporting, and follow-up for each assessment working closely with the applicable department and with IO leadership. Partner with Corporate QA for best practice sharing.



  • Insurance license is desired, but not required (does not need to be current)
  • Bachelor's Degree preferred
  • 5+ years' related experience required
  • Broad knowledge of New York Life Direct servicing processes and procedures
  • Effective working relationships with Insurance Operations leadership
  • Familiarity with NYLD departments and their leadership preferred. These include Marketing, Compliance, Actuary, Finance, Risk, and Technologies.
  • Basic knowledge of statistics required
  • Thorough knowledge of Insurance Operations platforms including Phoenix, ProcessFlow, Verint, ALIP, CAPS, and MicroStrategy reporting.
  • Experience with Sales and Service, Back Office, Claims, and Underwriting processes and procedures.
  • Strong project management skills implementing complex initiatives
  • Familiar with the Quality Assurance discipline and associated best practices
  • Work closely with regulatory and compliance teams, and the Corporate Quality Assurance team to stay abreast of changes to the regulatory environment and QA best practices.
  • Familiar with NYLD business priorities
  • Basic knowledge of Agile management processes
  • Understand role of Compliance and when to seek their guidance
  • Understand the roles and leadership of Insurance Operations sub-departments
  • Understand the different areas of business risk
  • Work independently to complete thorough end-to-end assessments of complex processes to identify control deficiencies, and to ensure processes are operating effectively and efficiently.
  • Operate with urgency to complete QA reviews in a timely manner meeting established target dates. 
  • Work with Quality Board and leverage risk assessment models to prioritize assessments
  • Based on information gathered during QA reviews, propose process improvements and work with the businesses to compose action plans.
  • Update and maintain the action plan tracking database. Follow up with business areas regarding open issues and observations to ensure action plans are in place and issues are being addressed in a timely manner.
  • Leverage QA practices and work with associated departments to accurately assess assessment results and level of risk
  • Work with applicable departments to ensure that post-assessment action plans align with assessment results and ultimately decrease business risk
  • Ability to create and deliver presentations for all levels of NYLD leadership explaining assessment results, prioritization of the QA roadmap
  • Work with leadership to accurately rate assessment results thereby accurately reflecting the associated risks
  • Able to conduct presentations to large audiences on a regular basis (e.g., Townhalls)






Salary range: $55,000-$85,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.



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: 88985




Nearest Major Market: Tampa

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