Leave & Disability Claims Quality Assurance Manager United States-Remote

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Profile Summary:

The role of Leave & Disability Claims Quality Assurance Manager is to manage employees, oversee adherence to claims management processes, identify trends through data and develop strategies to continuously improve the customer experience for Voyas customers. This position is also responsible for partnering with internal/external Audit teams.

Profile Description:

• Responsible for constructing a quality program that reflects the organization’s values and continually evolves as business and technology needs dictate
• Manage day to day operations of Leave & Disability Quality Assurance team by managing workflows, providing guidance, and proactively identifying trends to present to leadership with recommendations for action plans to drive improvement
• Leverage Quality methodologies that allow for team members to learn from and employ new opportunities
• Define and build important quality metrics that can be shared at the individual, team, and organizational level
• Work closely with internal teams to identify gaps in knowledge and customer experience
• Lead strategic improvement and growth initiatives—develop programs that measure and evaluate Leave & Disability Operations and Quality Assurance Team performance
• Lead in a Continuous Improvement environment, and engage in Root Cause Problem Solving to improve Voya’s call quality and customer experience
• Manage programs to monitor adherence and compliance to business and/or enterprise level legal and regulatory requirements
• Act as primary point of contact for service delivery; issue, incident, problem and change management; and overall business process service delivery in accordance with committed Service Level Agreements. May require coordination and escalation with other business units
• Responsible for driving employee engagement, development and career growth, and hiring of new staff
• Responsible for driving team and department efficiency

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Minimum Knowledge & Experience:

• Previous management experience strongly preferred, bachelor’s degree or equivalent work experience.
• Minimum 3 years’ experience in audit or quality management environment.
• Excellent written and oral communication skills.
• Critical thinking skills.
• Strong analytical and problem solving skills.
• Excellent time management skills with a proven ability to meet deadlines.

Preferred Knowledge & Experience:

• Leave & Disability industry experience preferred.

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$75,230 - $94,040 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.