Job Listings

Quality Production Supervisor

3700 S. Stonebridge Dr., McKinney, Texas
Job number: 15307

Job Description:

Quality Production Supervisor

Primary Duties & Responsibilities

The Quality Assurance Department is responsible for verifying life and health insurance applications directly with potential customers. Supervisor must be outgoing, a self-starter, and someone who can successfully lead and team of representatives and is detail oriented. As a supervisor, you will supervise a team of FT/PT QAC representatives, maintain the highest standards of quality, and quantity possible. You will motivate staff to meet their functional KPI’s, as well as department goals, while maintaining professional behavior and a caring demeanor. You will maintain a flow of communication with all other QAC Supervisors and Managers on all aspects of quality, payroll, operations, and any other issues/concerns, and be responsible for all aspects of the daily production environment within their designated shift. This includes, but not limited to, daily reporting analysis and maintenance, coaching and development of individually assigned team member’s performance, and the overall supervision of the production environment for all staff.

  • Position is Full-time and may require Saturday morning as needed.
  • Required to be a hands-on supervisor with a solid working knowledge of each significant operational function and daily reporting requirement
  • Handle all aspects of QAC production management including but not limited to: daily production metrics, escalated call handling, and development and hands on training or coaching
  • Record and track production levels and service standards of each QACR
  • Complete and maintain daily, weekly, and monthly production reports
  • Evaluate, document, and submit quarterly and annual performance evaluations for each assigned staff member
  • Conduct mandatory monthly team meetings
  • Conduct one mandatory one-on-one session with each rep.
  • Monitor quality control reports and deliver feedback regarding quality to assigned production representatives
  • Handle difficult or escalated calls for any QAC rep on SOD line or at workstation they are occupying
  • Set up workstations for new employees, ensuring all the needed applications are available as well as having a working sign-on to specialty programs
  • Motivate and maintain a positive environment between the QACRs, members of leadership, and the management team
  • Communication and analyze progress of programs and problems or concerns with the Department Head
  • Coordinate with QAC Training Supervisor with respect to training curriculum, techniques, and procedures
  • Ensure that all new hires complete mandatory surveys and testing
  • Complete all time entries in Kronos record keeping software
  • Complete and present all reviews (annual or otherwise) to department staff as necessary
  • Interview potential candidates for replacement positions
  • Make hiring and termination decisions regarding staff
  • Prepare and present corrective actions and employee development plans to staff as necessary
  • Reliable and predictable attendance of your assigned shift
  • Ability to work Full-Time and/or part-time based on the specific position for which you're applying


Required Skills

  • Working knowledge of medical terminology and accurate spelling a plus
  • Excellent organizational skills
  • Able to handle high stress situations calmly and with tact and professionalism
  • Strong people skills with the ability to motivate and promote a good working environment
  • Able to multitask handling production & quality goals set by the company
  • Strong decision-making skills with the ability to analyze situations and make logical positive outcome conclusions
  • Must be able to maintain strict confidentiality
  • Must be self-reliant and self-assured to make independent decisions within the framework of the company protocol
  • Advanced PC skills with proficient use in Microsoft Office products
  • Excellent written, oral communication, and organization skills
  • Able to teach concepts to groups and individuals in a clear and logical manner

Required Knowledge & Experience

  • High school diploma or equivalent
  • 5+ years of business or insurance related experience or combination of experience and College
  • 3+ years of prior supervisory experience required
  • 1+ years of experience in a high-volume call center environment
  • Solid understanding of metrics-based management methodologies and systems, along with standard protocol and procedures
  • Previous training/teaching experience required
  • Customer service experience in an insurance setting a plus

Location: 3700 S. Stonebridge Dr., McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for health care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contributes to HSA.

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.