PFML Sr Operations Quality Analyst

PFML Senior Operations Quality Analyst

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.

The Team You Will Join:
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.

• Evaluating and improving business and associate performance by effectively conducting quality evaluations of Paid Family and Medical Leave (PFML) and concurrent Absence Management Solutions (AMS) claims to ensure we meet or exceed regulatory compliance requirements as well as 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 & PFML associates to drive improvements in claim handling.
• Provide additional support to the quality team as needed.

• 3+ years of experience effectively managing PFML claims for a variety of states
• 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

• 3+ years of experience effectively managing STD, State Disability Plans, and concurrent Absence Management Solutions (AMS) claims for a variety of customers
• Prior training or management experience
• Bachelor's degree in a related field or equivalent experience

Equal Employment Opportunity / Disability / Veterans If you need an accommodation due to a disability, please email us at  This information will be held in confidence and used only to determine an appropriate accommodation for the application process. Met Life maintains a drug-free workplace.