Quality & Training Specialist, Claims (Hybrid)

Job Overview 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. Responsibilities 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. Qualifications Extensive experience in Individual Claims (Life, Annuity, and/or Waiver of Premium). 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 and Schedule 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. Salary Range $58,620.00 - $96,300.00 (base pay). The salary range is a good faith estimate for the primary location of the position and will be determined based on the education, experience, knowledge, and abilities of the successful candidate. This role may also be eligible for annual, sales, or other incentive compensation. 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. Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Artificial Intelligence in Recruitment As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools #J-18808-Ljbffr The Guardian Life Insurance Company of America