The role:

The Manager, Quality Assurance reports to the Vice President, Customer Experience & Change Management and is responsible for all aspects of quality assurance, including establishing metrics, applying industry best practices, developing new tools and processes to ensure quality goals are met and that performance-based coaching is provided to Plan Operations staff.

What you will do:

• Provide effective leadership to the Quality Assurance team by managing individual performance, providing coaching and feedback, and ensuring the team’s continued professional development.
• Improve efficiency with Customer Engagement processes and procedures so that staff can devote more time to supporting customers by evaluating processes and identifying opportunities for improvement.
• Serve as a functional subject expert for the Benefits Plan, Benefits Connect, and MemberNet by providing support to all teams who need guidance when navigating plan guidelines in preparation for system changes.
• Manage testing initiatives in preparation for change implementation.
• Ensure that team members have the most accurate information available when using resources to support their service to those who serve the PC(USA) by providing suggested updates to forms, overviews, publications, and pensions.org.
• Collaborate with the Communications and Benefits teams to ensure alignment on updates required to support plan changes.
• Collaborate with the Business Systems team on system updates to Salesforce, Benefits Connect, and MemberNet to ensure alignment amongst systems.

What you need to succeed in the role:

• An ability to lead, motivate, and develop staff.
• Excellent system literacy and reporting and analytics skills to evaluate, analyze, identify discrepancies, and make necessary recommendations.
• Strong project management and organizational skills.
• Creativity to come up with new ideas to solving plan and systems problems.
• Strong attention to detail for updating system, processes, procedures, and resource materials to ensure accurate information.
• Exceptional oral, written, and interpersonal communication skills needed for communicating plan changes and providing effective coaching to staff.
• An ability, interest, and desire to stay current via seminars, industry literature, and formal training and development.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.