Skill required: Retirement Solutions

• Retirement Planning Services

Designation: Customer Service Associate Manager

Qualifications: Any Graduation **Years of Experience:**10 to 14 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Visit us at www.accenture.com
What would you do? The Quality Assurance Manager for an insurance account is responsible for overseeing the end to end quality governance framework across policy administration, claims processing, underwriting support, and customer service for group retirement operations. The role provides strategic direction, ensures compliance with regulatory and client standards, drives process excellence, and leads initiatives to improve accuracy, reduce defects, and strengthen risk controls.

Covers the full range of services needed throughout a plans life, including plan development & enhancement, sales & marketing, plan sponsor/institutional client onboarding/management, participant enrollment/management, sponsor and member servicing & reporting. Their products consist of individual retirement accounts (Roth IRA), college savings accounts, guaranteed investment contracts, fixed & variable deferred annuities (qualified & non qualified), as well as corporate retirement funds.What are we looking for? The Quality Assurance Manager for an insurance account is responsible for overseeing the end to end quality governance framework across policy administration, claims processing, underwriting support, and customer service for group retirement operations. The role provides strategic direction, ensures compliance with regulatory and client standards, drives process excellence, and leads initiatives to improve accuracy, reduce defects, and strengthen risk controls.
This leader will manage Quality Analysts, lead cross functional alignment, and partner with Operations, Training, Compliance, and Client stakeholders to deliver a highly reliable and compliant insurance service environment.

Quality Governance & Operational Oversight:

Reporting, Insights & Communication

Root Cause Analysis & Continuous Improvement:

Compliance, Risk Management & Audit Readiness
Team Leadership & Capability Development Roles and Responsibilities: Key Responsibilities
1.

Quality Governance & Operational Oversight:

Lead the quality monitoring program across calls, emails, and back office insurance transactions.
Ensure accuracy and compliance in policy issuance, endorsements, cancellations, billing, and claims-related processing.
Oversee adherence to insurance regulations, client SLAs, and data privacy requirements.
Identify systemic issues, risk exposures, and process gaps impacting customer experience or compliance.

1. Reporting, Insights & Communication
   Review and approve QA reports, dashboards, scorecards, and quality trend analyses prepared by the team.
   Provide actionable insights to leadership based on error patterns, compliance gaps, and transaction risk.
   Present monthly and quarterly quality performance updates to internal and client stakeholders.
   Maintain governance documentation, audit logs, and calibration records.

Root Cause Analysis & Continuous Improvement:

Lead and guide Root Cause Analysis (RCA) efforts for recurring errors and compliance deviations.
Develop and track corrective/preventive action plans to reduce defects and improve service delivery.
Partner closely with Trainers, SMEs, and Process Leaders to strengthen SOPs and enhance team capability.
Ensure scoring consistency across teams through structured calibration sessions.

1. Compliance, Risk Management & Audit Readiness
   Oversee quality compliance checks related to insurance processes, including data entry accuracy, documentation completeness, requirements management, and policy issuance.
   Identify potential compliance risks such as misquoting, incomplete documentation, and incorrect policy setup.
   Support internal and external audits by providing required evidence, documentation, and quality insights.
   Ensure the QA team aligns with regulatory expectations and client mandated guidelines.

Team Leadership & Capability Development:

Manage and mentor Quality Analysts to enhance domain knowledge, analytical capability, and quality evaluation skills.
Establish team goals, performance metrics, and development plans.
Foster a culture of continuous learning, process discipline, and quality ownership across operations.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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