At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Could you be our next Agency Services Support & Quality Specialist? Globe Life is looking for an Agency Services Support & Quality Specialist to join the team!
In this role, you will be responsible for ensuring accuracy, consistency, and compliance across agency platforms and communications. This role provides day-to-day operational support, conducts quality assurance reviews, and maintains participation records in systems such as Admin UI. The ideal candidate is detail-oriented, highly organized, and committed to delivering exceptional service and support to both internal teams and agency partners.
This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday).
- Provide day-to-day support to agency services operations, ensuring accuracy and quality across multiple platforms (including Admin UI).
- Maintain updated and accurate client records.
- Conduct weekly and monthly quality checks on participation updates.
- Ensure timely follow-up on quality-related issues, keeping management informed on high-priority concerns.
- Routinely perform a wide variety of support duties, as assigned.
- Monitor daily consumer emails and direct them to the appropriate departments.
- Organize and facilitate team meetings, quality workshops, and feedback sessions to drive continuous improvement across departments.
- Monitor, review, and update participation records to maintain data integrity and compliance.
- Conduct quality assurance checks on agency-related processes, communications, and platform activity.
- Coordinate and manage monthly communications to agencies, ensuring timely and accurate distribution.
- Compile and validate participation and lead activity reports; escalate discrepancies as needed.
- Assist with onboarding, system navigation, and process support for agency partners and internal team members.
- Document processes, create reference guides, and maintain up-to-date standard operating procedures (SOPs).
- Collaborate with cross-functional teams (sales, vendors, operations) to align quality standards and service expectations.
- Track and analyze recurring issues to contribute to root-cause analysis and process improvement initiatives.
- Ensure all communications and agency interactions are handled with professionalism, accuracy, and confidentiality.
- Monitor and audit lead generation processes, campaigns, and CRM activity to ensure accuracy, consistency, and compliance with company standards.
- Support leadership with audit findings, reporting, and preparation of quality performance summaries.
- Serve as a point of contact between quality assurance and frontline teams, ensuring clear communication of quality standards and expectations.
- Bachelor’s degree in business, communication preferred, but willing to consider candidates with relevant work experience.
- Experience in agency services, quality assurance, or operations support preferred.
- Ability to be a detail-oriented self-starter.
- Intermediate proficiency in Excel and basic database skills.
- Strong Experience working in both a team and individual environment.
- Strong interpersonal and communication skills, both oral and written.
- Ability to work quickly and accurately in a demanding environment.
- Ability to adapt quickly and effectively to change.
- Ability to manage multiple priorities simultaneously and prioritize time with minimal supervision required.
- Strong PC skills with proficiency in Internet Explorer, Word, and Outlook.
- Positive attitude, resourceful and an honest and direct communicator.
- High degree of integrity and ability to maintain confidentiality.
- Ability to effectively relay messages or instructions to others with effective listening and communication skills to ensure proper execution of assignments.
- Strong organizational, time-management, and problem-solving skills.
- Strong demonstration of the skills to align business needs with resources/capabilities required.
- Ability to learn new computer systems.
- Strong decision-making skills with the ability to analyze situations and make logical positive outcome conclusions.
- Proven experience in engaging in multiple initiatives simultaneously.
Applicable To All Employees of Globe Life Family of Companies:
- Reliable and predictable attendance of your assigned shift.
- Ability to work designated hours based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
- Competitive compensation designed to reflect your expertise and contribution.
- Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including company-matched 401 (k) and pension plan.
- Paid holidays and time off to support a healthy work-life balance.
- Parental leave to help our employees welcome their new additions.
- Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
- Company-paid counseling for assistance with mental health, stress management, and work-life balance.
- Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
- Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.