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Sr. Bus Plng & Strtgy Cons II

Date Posted: Apr 13, 2018

Location: Tampa, FL, US, 33647

Company: MetLife

Job Location: Tampa, FL 


Job Summary: Conducts quality process reviews and assessments, for operational processes and call center transactions, within the US Direct business. Analyzes and uses quality control to diagnose root causes and create and recommend corrective action plans. Work with teammates in the Governance and Compliance team.


Functional Responsibilities:


  • Under immediate supervision, evaluates and improves business processes and performance of associates, by effectively conducting a statistically valid sample of quality evaluations for a variety of operational processes. Processes reviewed include telephone sales by insurance agents, customer complaints handling, and other operational processes.
  • Provides timely and meaningful feedback to associates and management in regards to performance and quality standards. Compiles QA reports and statistics and provides to management.
  • Assists in conducting research, gathering quality information and the production of reports that provide key quality improvement and cost reduction opportunities. Assists in identifying trends, root causes, and quality gaps from the analysis of data to improve the customer experience.
  • Continuously communicates areas of opportunity to the leadership. May assist with recommending process improvements or training needs utilizing root cause analysis methodology.
  • Performs internal audits as necessary.



Essential Business Experience and Technical Skills:




  • High School Diploma or equivalent required
  • 1-2 years of related experience



  • Bachelor’s Degree preferred


Business Category

U.S. Business_31294


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 95583 

Nearest Major Market: Tampa