The work we do has an impact on millions of lives, and you can be a part of it.

　　We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

　　The Quality Manager is responsible for the ongoing quality program related to internal contact center, back office processing and operations teams across multiple business units.  The Manager will take a leadership role to manage a team of quality analysts and will led the team to develop goals, provide feedback, mentor, and ultimately drive forward to accomplish all tasks.  This position will work strategically with operations leadership, outside vendors and internal resources to support current quality programs, develop new appropriate quality measures with a focus on short and long-term results that achieve high standards of quality and customer satisfaction.  This person is responsible for setting priorities for the team -- they'll also evaluate the overall measurement and effectiveness of the quality program, provide quality monitoring reporting and make recommendations to leadership to further enhance the quality experience.

　　The position will provide input into the Enterprise Shared Services vision and strategy with strategic level thinking and decision-making skills. The position also ensures a high-level understanding of multiple business units, their processes, and their supporting systems to provide solutions to help them move to a desired future state.

　　ResponsibilitiesDirect leadership responsibility for a team of Quality Analysts supporting quality assurance monitoring across multiple business unitsMonitors performance, conducts performance reviews, and develops/maintains development plans for each employeeEnsures the analytical and technical growth and development of the team Champions quality as a capability and lead evolution of quality program to support business continuous improvement Assists in strategizing and developing key initiatives and influence at a team and individual level Leads and implements capabilities to enhance quality program outcomes Interface with key stakeholders regularly to discuss the results of the quality program, and establish plans addressing future business needsCreates/maintains consistent reporting on quality team performance  Manages team collection and summarization of quality performance data, opportunities for improvement, and presentation of findings routinely to key stakeholders

　　Qualifications1 year Operations Management experience 3 years of applicable and relevant work experience Experience in Quality (QA) and/or project mgmt. idealHigh school diploma or equivalent requiredAbility to lead and influence people and teams Strong written and verbal communications skills Excellent interpersonal skills including relationship-building across functionsProven strategic thinker with strong analytical, creative problem-solving and decision-making abilitiesCustomer focused Process and detail-oriented; passionate about quality and continuous improvement; strong project management skillsAbility to thrive in a highly collaborative, fast paced, team-oriented environment with changing prioritiesAble to see the big picture and work on strategy while being hands on with the day-to-day functionProficient computer skills in MS Office (Excel, PowerPoint, Word, Outlook) and SharePointProven ability to learn and adapt to technology; proactively seeks to solve problems through capabilities and has a hunger to enhance programs through technology.  

　　Employee Benefits:  

　　We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.  

　　Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

　　Diversity and Inclusion:

　　At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

　　We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

　　We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.