CX Quality Assurance Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurtech, Life Insurance, Financial Services, BiotechnologyIndustries

Requirements

Candidates should possess over 5 years of experience in customer support or customer experience roles, with at least 2 years in management of training or quality teams. Proven people management skills, exceptional attention to detail, and a deep understanding of customer support operations and quality measurement practices are essential. Strong communication skills, organizational abilities, and a sense of ownership are required, with experience in regulated industries or insurance and Spanish fluency being a plus.

Responsibilities

The CX Quality Assurance Manager will lead QA and Training teams, setting strategy and supporting team growth. They will own and evolve the complaints management process, including intake, resolution, root cause analysis, and reporting. This role involves designing and delivering training programs, building on QA processes for consistent support, and monitoring interactions to identify improvement opportunities. The manager will collaborate cross-functionally with leadership, Product, and Compliance, leveraging data to drive enhancements and implementing AI solutions for quality and efficiency, while providing clear visibility into support quality metrics.

Skills

Quality Assurance

Training

Complaints Management

Customer Service

Process Improvement

Performance Management

Root Cause Analysis

Actionable Insights

Leadership

Accountability

Learning

Service Excellence

Ethos Life

Online life insurance with no medical exams

About Ethos Life

Ethos Life provides life insurance solutions through a fully online platform, making it easier for individuals and families to obtain coverage without the need for medical exams. The application process is streamlined, allowing potential clients to receive instant quotes and often get approved within minutes by answering specific health and lifestyle questions. This approach contrasts with traditional life insurance methods, which can be lengthy and cumbersome. Ethos Life sells term and whole life insurance policies through partner carriers and earns commissions on these sales. Additionally, the company offers complimentary estate planning tools, such as free wills, to enhance the customer experience and set itself apart from competitors. The goal of Ethos Life is to provide straightforward and affordable life insurance options while simplifying the overall process for its customers.

Austin, TexasHeadquarters

2016Year Founded

$395.4MTotal Funding

SERIES_DCompany Stage

Financial ServicesIndustries

501-1,000Employees

Risks

Departure of key executives like CFO Anan Kashyap may affect financial strategy.

Class action lawsuit under Illinois genetic privacy law could harm Ethos's reputation.

Recent layoffs may indicate financial strain, affecting employee morale and performance.

Differentiation

Ethos Life offers a fully online life insurance application process, eliminating medical exams.

The company provides complimentary estate planning tools, enhancing customer value and experience.

Ethos partners with major insurers like Legal & General America to ensure policy reliability.

Upsides

Growing demand for no-exam life insurance policies boosts Ethos's market potential.

Increased consumer interest in digital insurance solutions aligns with Ethos's tech-driven model.

Partnerships with companies like Ameritas expand Ethos's product offerings and market reach.

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