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Manager, CX Quality

Ethoslife
24 days ago
Full-time
Remote
Worldwide
Remote Other

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

As the Customer Experience Quality Assurance Manager, you will lead initiatives that drive continuous improvement across our support organization. This role oversees the Quality Assurance, Training, and Complaints Management functions, ensuring our teams are equipped to deliver consistent, high-quality customer service. You will develop and scale processes that enhance performance, lead and support cross-functional teams, and ensure every complaint is handled with care, investigated for root causes, and transformed into actionable insights. Your leadership will be key to fostering a culture of accountability, learning, and service excellence.

Duties and Responsibilities:

  • Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of your team members
  • Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment
  • Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives
  • Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience
  • Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels
  • Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes
  • Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes
  • Identify and implement AI-driven solutions to scale support quality and efficiency
  • Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionabl