Quality & Training Specialist, Claims (Hybrid)

As the Quality & Training Specialist, Claims, you will play a critical leadership role in strengthening the foundation of quality and capability building across Individual Life (IL) Claims, including Life, Annuity, and Life Waiver of Premium Claims areas. This role is responsible for driving a consistent, scalable, and forward-looking quality framework while building the next generation of claims talent through structured onboarding and training.

We will

Help build the core capabilities needed to be successful in this role by providing access to leadership, tools, and cross-functional partnerships that support continuous improvement, innovation, and professional development. This role offers the opportunity to shape the future of quality and training across Individual Life Claims.

You will

• Own and lead the quality review function across Life, Annuity, and Life Waiver of Premium claims
• Assess and enhance the existing quality framework to drive consistency, transparency, and alignment
• Design and implement quality review processes in areas where no formal framework exists
• Expand quality standards to incorporate both technical accuracy and customer experience
• Leverage data to identify team and individual trends and differentiate between critical and non-critical errors
• Translate quality insights into actionable feedback for IL leadership and management teams
• Evaluate and implement AI-enabled solutions to streamline and modernize quality processes
• Deliver the initial training for new hires including intake, claim setup, phone skills, basic product knowledge, and systems
• Monitor new hire readiness and adapt training to improve speed to proficiency
• Partner with leadership to drive continuous improvement across quality and training outcomes

You have

• Extensive experience in Individual Claims (Life, Annuity, and/or Waiver of Premium preferred)
• Experience in quality assurance, audit, or process improvement
• Experience delivering training programs or onboarding curriculum
• Strong analytical skills with ability to identify trends and assess risk
• Advanced proficiency in Excel to support trend identification, quality insights, and operational decision-making
• Ability to distinguish severity of errors and provide actionable feedback
• Strong written and verbal communication skills
• Ability to manage competing priorities and drive outcomes

Location

This is a hybrid role. If you are within close proximity to one of our Guardian hubs—Bethlehem, PA; Pittsfield, MA; New York City; or Boston, MA—you will work in the office three days per week, with Bethlehem or Pittsfield strongly preferred.

#LI-HYBRID

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. 

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.