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Operations Quality Analyst

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Date Posted: Jan 20, 2023

Location(s): West Des Moines, IA, US, 50266

Company: MetLife

Job Location: United States : Iowa : West Des Moines


Virtual Work Model: Work from home but live within a commutable distance to our West Des Moines office location with the ability to go into the office at least once per month  


Role Value Proposition: 

The individual in this role conducts quality reviews and assessments for operations processes and transactions specific to Life and Annuity Operations.  In addition, they will analyze quality audit findings and work with team leadership to diagnose root causes and recommend corrective action plans.


Key Responsibilities:  

  • Evaluate and improve business processes by effectively conducting a statistically valid sample of quality evaluations.
  • Provide timely and meaningful feedback to associates to improve performance.
  • Assist in conducting research, gathering quality information and the production of reports that provide key quality improvement and cost reduction opportunities.
  • Identify trends and quality gaps from the analysis of monitoring data to improve the customer experience.
  • Continuously communicate areas of opportunity to leadership.
  • Identify and make recommendations for process improvements or training needs utilizing Root Cause Analysis methodology.
  • Perform internal audits and peer reviews (within Quality Assurance team) as necessary.
  • Crosstrain to conduct quality process reviews for multiple product lines (i.e. Life, Annuities, RIS).
  • Perform other duties as assigned or required.


Essential Business Experience and Technical Skills:

The individual who fills this role will be self-motivated and have a strong desire to meet the needs of the business and the customers we support.



  • A consistently strong attention to detail and solid written and verbal communications skills.
  • Proficient knowledge of Microsoft Office tools to include Word and Excel
  • Ability to problem solve and work with team leadership to ensure all key deliverables are met on time each month.
  • A strong knowledge of one or more areas of Life and Annuity Operations transaction processing ie. Claims, Disbursements, Policy Changes (Address, Owner, Beneficiary), Group Conversions, and/or Term Conversions, etc.
  • High School diploma or Advanced Degree



  • Minimum of 1-3 years of experience within Life and Annuity Operations preferred
  • FINRA Registration


Business Category

Global Technology & Operations_16846

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, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”      


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.


MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.


Nearest Major Market: Des Moines