Job Description

🧩 Job Title: Training, Quality & Control Specialist – Operations & Customer Experience

About Knighthead Life

Knighthead Life (“Company”) is a service and technology-oriented insurance company providing retirement solutions. With a focus on intentional innovation, ease of use, and partnership, we collaborate with our financial professional partners to develop competitive products and efficient processes to serve clients seamlessly.

Knighthead Life is a member of the Knighthead Holdings (“KHH”) group of insurance companies, which also includes Knighthead Annuity & Life Assurance Company (“KHAL”), based in the Cayman Islands. KHAL is a well-rated insurance and reinsurance company established to serve global clients seeking principal protection and guaranteed financial products, as well as reinsurance of similar products from US insurers. KHAL has established itself as the market leader of fixed and fixed indexed annuity offerings for global clients. Since its inception in 2014, it has focused on helping clients preserve and grow accumulated wealth by providing fixed annuities with attractive guaranteed rates, generous liquidity features and a choice of payout options to provide predictable future income. It backs its commitment with superior financial strength and a commitment to the highest levels of client service.

Position Summary:

Knighthead is seeking a dynamic and adaptable Training, Quality & Control Specialist to support operational excellence across Annuity New Business , In-Force Processing , Agency Operations , and the Contact Center . This hybrid role is ideal for someone with startup experience who excels in fast-paced environments and can wear multiple hats—leading training initiatives, driving quality assurance, and strengthening control frameworks. You’ll play a key role in shaping scalable processes and delivering exceptional service as Knighthead continues to grow.

🔍 Key Responsibilities

🧑 🏫 Training & Development

• Build and deliver scalable training programs for new hires and existing staff across operational teams
• Facilitate workshops, coaching sessions, and e-learning tailored to evolving business needs
• Collaborate with SMEs to create agile, role-specific content that supports rapid onboarding and upskilling
• Continuously evaluate training effectiveness and iterate based on feedback and performance data
• Maintain and evolve training documentation in line with regulatory and system changes

📊 Quality Assurance

• Conduct audits across annuity applications, policy servicing, agency submissions, and customer interactions
• Identify trends, root causes, and improvement opportunities using data-driven insights
• Provide real-time feedback and coaching to enhance accuracy and customer experience
• Develop quality scorecards and dashboards to support transparency and accountability
• Ensure alignment with internal standards and external regulatory requirements

🛡️ Control & Compliance

• Implement and monitor control procedures across all operational units
• Support risk assessments and control testing in a rapidly evolving environment
• Document and maintain audit-ready records for internal and external reviews
• Identify control gaps and lead corrective action planning
• Partner with Compliance, Risk, and Audit teams to build scalable governance frameworks

🏢 Operational Scope

• Annuity New Business: Support training and quality for application intake, suitability review, and contract issuance
• In-Force Processing: Support training and quality accuracy and compliance in policy changes, withdrawals, and servicing requests
• Agency Operations: Support training and quality agent onboarding, licensing, and operational support
• Contact Center: Elevate customer experience through call monitoring, script adherence, and service coaching

🎓 Qualifications

• Bachelor’s degree in Business, Finance, Insurance, or related field
• 3–5 years of experience in training, quality assurance, or operational control—preferably in a startup or high-growth environment
• Strong understanding of annuity products, agency operations, and contact center workflows
• Exceptional communication, facilitation, and coaching skills
• Proficiency in data analysis tools (Excel, Power BI), LMS platforms, and CRM systems
• Comfortable navigating ambiguity and building processes from scratch

🌟 Preferred Skills

• Insurance industry certifications (e.g., LOMA, LIMRA, Six Sigma)
• Experience with auditing frameworks (SOC 1, SOC 2)
• Familiarity with call recording and quality monitoring tools
• Entrepreneurial mindset with a bias for action and continuous improvement

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