STD Sr Operations Quality Analyst

Description and Requirements

Must be within a commutable distance of the Oriskany, NY, Tampa, FL, Cary, NC, Aurora, IL, Bloomfield, CT, office location

In office once a month for meetings

At Met Life, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts, claims analysts and project managers who collaborate to create innovative solutions to address core business challenges within Met Life. This role will conduct quality reviews of disability claims, collecting and analyzing quality opportunities, and delivering results and driving improvements to ensure quality standards are achieved.

The STD Senior Operations Quality Analyst is responsible for:

• Evaluating and improving business and associate performance by effectively conducting quality evaluations of Short Term Disability (STD), State Plans, PFML, and concurrent Absence Management Solutions (AMS) claims to ensure we meet or exceed customer expectations. Will engage business procedures, training, contract development, product and service delivery as warranted to discuss any discrepancies found.
• Identifies trends, root causes, and quality gaps from the analysis of data. Provides timely and meaningful feedback to associates and management regarding performance and quality standards.
• May assist in the research, analysis, partnering and providing feedback and recommendations for quality improvements to the training and procedures team.
• Coach and mentor STD associates to drive improvements in claim handling.
• Provide additional support to the STD quality team as needed.

• 3+ years of experience effectively managing STD, State Plans, PFML, and concurrent Absence Management Solutions (AMS) claims for a variety of customers
• Strong oral and written communication skills
• Strong working knowledge of Excel and Power Point
• Excellent report writing and presentation skills
• Demonstrated critical thinking, attention to detail, analysis and problem-solving skills

• Prior training or management experience
• Bachelor’s degree in a related field or equivalent experience

The expected salary range for this position is $53,000 - $65,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by Met Life and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, Met Life, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial…