The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

The Team

We’re growing and our clients deserve the best. As a Quality Specialist, you’ll have an opportunity to be a part of a team that is helping us achieve our company's strategic imperatives by helping more Americans protect the ones they love. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

The Impact

Strong learning agility, critical thinking and effectively utilizing data to drive decisionsInclusion:  A team mindset, encouraging individual engagement, building trust, fostering strong relationships and doing whatever it takes to get the job done for each and every member of our teamResilience:  Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent timesAccountability: Earn confidence and trust by demonstrating ownership, commitment and follow-through in achieving results and developing others to do the same.Assist in the development and implementation of quality programs to ensure that all products and services meet minimum business standards and requirements for our Life and DI New Business customers. Perform quality reviews of the business and document findings. Conduct research and analysis of problems/processes.Evaluate business needs through the uses of analytical and statistical techniques and tools. Assists with trend and root cause analysis that will help identify skill and service gaps.Provide information for the maintenance of quality scorecards.

Minimum Qualifications

High School Diploma/GED/HiSET2 years of customer service experience

Preferred Qualifications

Seasoned individual capable of helping with our strategic approach and execution of our servicing and initiatives that drive exceptional experiences and success for the organizationComfort with limited role clarity and definition, being broader than deep, adapting to changing team needs and requirements rather than sitting in a defined boxStrong client-facing skills, excellent multi-tasking, self-organization and prioritization skills.Excellent verbal and written communication skills, leveraging good interpersonal skills and team mindset.Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships while demonstrating humility, respect, urgency, curiosity and courageWorks well in diverse, fast paced and dynamic professional environmentDemonstrates strong energy level and a passion for service and performance excellenceCustomer service-oriented with a focus on customer delight Strong coaching and feedback skills

What to Expect as Part of MassMutual and the Team

Regular meetings with the Service Quality TeamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

#LI-JA1

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need. EEO Statement (Opens in new window)

MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Salary Range: $55,600.00-$70,000.00