Quality Business Specialist

About the role

Globe Life is seeking a Quality Business Specialist to join the Globe Life Family Heritage Division (GLFHD) team in McKinney, TX. The role oversees and drives quality assurance initiatives, ensuring business processes, technology, analysis, customer interactions, and regulatory requirements meet established standards of excellence.

Responsibilities

• Serve as the primary person and go-to resource for all Quality Business needs for GLFHD, for both the field force and home office.
• Act as the primary liaison between the field force and key home office departmental partners on all Quality Business matters.
• Develop and maintain systems, templates, tools, dashboards, and reports that make quality data easy to act on and run the Quality Business function efficiently and effectively.
• Act as a thought leader and develop plans and roadmaps to mature this function, identify high-impact projects, and see them through to implementation.
• Monitor policy lapse rates, early cancellations, premium trends, and key performance indicators (KPIs) to catch problems before they grow.
• Monitor and evaluate business processes to identify gaps, inefficiencies, and areas for improvement using data‑driven methodologies.
• Investigate agent misconduct, fraud, and mis‑selling objectively and thoroughly; conduct root cause analysis on quality failures and customer complaints.
• Lead and implement corrective action plans for high‑risk or underperforming agents and agencies.
• Provide coaching, feedback, and performance management to Agency Owners, middle management, and agents on quality expectations.
• Audit sales documentation, KYC (“Know Your Customer”) protocols, and consent practices to ensure adherence to state and federal insurance regulations.
• Develop, implement, and manage quality assurance frameworks for GLFHD.
• Collaborate with cross‑functional teams including Compliance, IT, Operations, Training, and Sales to align quality standards with business goals.
• Develop, oversee, and communicate key initiatives to GLFHD leadership.
• Prepare and present high‑impact quality performance reports and presentations to senior leadership, with data that drives decisions.
• Partner with peers to ensure seamless GLFHD operations and continuity.
• Some travel required (25%–50%).

Requirements

• Bachelor's Degree or equivalent working experience.
• 3+ years insurance industry experience required.
• 2+ years managing sales quality required.
• 2+ years working in an insurance agency preferred.

Skills

• Strong oral and written communication skills with proven ability to engage and facilitate crucial conversations at all levels of GLFHD.
• Proven public speaking and presentation skills; ability to clearly convey quality expectations and drive results through data.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access, Outlook).
• Strong task and time management skills; ability to manage details, execute effective follow‑through, and meet tight deadlines.
• Flexible and adaptable; able to handle last‑minute changes, shift directions quickly, and thrive in a fast‑paced environment.
• Action‑oriented, results‑driven, able to think independently; proactively identifies issues and opportunities, implements effective solutions, and makes strong decisions under pressure.
• Coachable team player with experience in both individual and collaborative environments and a desire to work in a culture that values leadership development.
• Ability to interpret complex data and translate findings into actionable strategies.
• Track record of driving a culture of quality excellence by influencing and energizing teams at all levels toward shared performance goals.
• Consistently delivers high‑quality, error‑free work products under tight deadlines in a fast‑paced environment.
• Reliable and predictable attendance of assigned shift; ability to work full time and/or part time based on position specifications.

Benefits

• Competitive compensation designed to reflect expertise and contribution.
• Comprehensive health, dental, and vision insurance plans