Quality Assurance Governance Expert

Employer: Metropolitan Life
  • Insurances - Financial Intermediaries
  • Accounting - Finance
  • Quality Control
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 05.08.2022
    Short company description

    Metropolitan Life is part of MetLife, Inc. (NYSE: MET), one of the world's leading financial services companies, providing insurance, annuities, employee benefits, and asset management to help their individual and institutional clients confidently step into the future. Founded in 1868, MetLife has operations in more than 40 markets globally and holds leading positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

    In Romania, Metropolitan Life has over 23 years of activity on the life insurance market. More than 3 million customers benefit from life insurance and mandatory private pensions offered by Metropolitan Life locally.


    The ideal skill set for someone includes:

    - Interpersonal skills: you must have the ability to interact and build effective working relationships with peers and all levels of management
    - Communication skills: The job of a QA & Governance Analyst is a cross-functional role that requires communication and teamwork with all other departments; so it is essential that you have oral and written communication skills to work effectively with others
    - Sound business judgment: for your success in this in role it is important for you to have strong business acumen and ability to apply practical thinking in solving business problems
    - Problem resolution skills: you are required to identify weakness in systems and processes and help to mitigate the risk of failures from such internal operations. - Therefore, it is important for you to be a problem solver who will not only identify but collect relevant data and apply subject matter expertise to solving the problems.
    - Enthusiasm for Knowledge and Development - this is a team where we will learn and develop together and being eager to improve/diversify your skills will help us deliver exceptional results

    Other Education, Knowledge, Skills, and Abilities required or appreciated:
    - Education: Bachelor’s degree
    - Knowledge: solid understanding of operational processes, acquired in a job in insurance operations(+2 years’ experience); Also, knowledge of operational risk management process (including Open Pages App.) is considered a plus.
    - English proficiency at Upper intermediate level or higher.
    - Proficiency in Microsoft Office (Word, PowerPoint, Excel, Project).
    - Ability to maintain effectiveness and professionalism when experiencing change in work tasks and/or the work environment.


    The QA & Governance Analyst is an individual responsible for:

    - Risk and Control Self-Assessment Process (RCSA) - delivering the Quarterly Risk assessment, Risk Based Control Testing (RBCT) and escalation and monitoring of Self-Identified Issues.
    - Quality Assurance activity, in scope of QAGA Team
    - Complaints Management

    What does the QA & Governance Analyst do?

    For RCSA (Risk and Control Self-Assessment Process) and QA areas:
    - Communicate and collaborate with Global Customer Service & Operations Risk Management (GCSORM) and regional structures in executing RCSA activities; Act as liaison between GSORM and local Service & Operations for planning and executing RCSA activity and solving SI (Self-Identified) issues
    - Liaise with the Heads of CS & Ops. Sub-Functions to design appropriate risk and controls, assess the relevance of controls, test the effectiveness of the controls.
    - Supports Heads of CS & Ops. Sub-Functions in RBCT (Risk Based Control testing) and Quarterly risks review by gathering the evidence and uploading it /updating ratings in Open Pages.
    - Ensures appropriate governance and escalation of issues and control deficiencies, monitoring of remediation action plan.
    - Support Heads of CS & Ops. Sub-Functions in SI Issues reporting, monitoring and actions closing
    - Performs Quality assurance (sampling of work) to test the quality of transaction testing activities in OPS sub-functions (Quality checks in CS & Ops. sub-functions);
    - Provides support for all CS & Ops. sub-functions in quality reviews

    For Complaints:
    - Complaints handling – identification, root cause analysis, redirecting to appropriate Service and Operations sub-function who can take appropriate action to resolve
    - Maintain complaint log – log and track all complaints to ensure timely closure and that appropriate action is taken to assess/resolve the customer's concerns
    - Complaints analysis and reporting - Related complaints are assessed with trending performed to identify learning opportunities; Complaints associated with non-timely claim payments are documented, tracked and reported to management
    - Complaints reporting to local regulator (Financial Supervisory Authority)

    - Build and maintain effective relationships with all relevant business partners.

    Other info

    What we offer:
    - Friendly and dynamic work environment with multiple career development opportunities, allowing the colleague to explore a variety of functions and processes within the Operations area;
    - Inclusive and multicultural team where you can create impact with your innovative ideas and creative personality;
    - Various learning & development programs, adapted to your needs and goals;
    - Work-life balance programs and a special care for your physical and mental health;
    - Benefits (flexible hours, meal tickets, private medical subscription, insurance policy, Bookster, additional holiday based on your seniority);
    - Attractive salary and yearly additional compensation, according to your performance and support for the team;
    - Hybrid way of working and good location – close to the subway.

    By sending your CV you agree that Metropolitan Life will process your personal data for the recruitment process for this role.
    At Metropolitan Life, part of MetLife, Inc, one of the largest life insurance companies in the world, 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.

    RO: Acest job este deschis si candidatilor din Ucraina;
    EN: This job is open to candidates from Ukraine;