MetLife

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.