Mara Covington
Remote
Summary
Seasoned and adaptable leader with over 35 years of experience in team leadership within the Life Insurance Industry. Recognized for exceptional skills in training, quality assurance, process improvement, and coaching. Highly detail-oriented and innovative, with proven strengths in problem solving, team collaboration, and quality consulting. Demonstrated ability to partner effectively with Customer Care teams, manage technical processes, and oversee complex case management functions. Committed to identifying opportunities to improve service, streamline processes, and achieve and maintain rigorous quality goals. Embraces every challenge as an opportunity for growth and organizational success.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Quality Control Specialist
Resolution Life Insurance
08.2023 - Current
- Conduct comprehensive Quality Control re-audits for the FNWL/Genpact Customer Care team, ensuring accuracy and consistency in all customer interactions.
- Provide coaching and training to team members, supporting their ongoing development and driving performance improvement.
- Identify and implement process improvements through in-depth data analysis, sharing actionable insights with leadership to enhance service quality.
- Lead monthly QA calibration meetings to ensure team alignment and promote strict adherence to procedural and compliance standards.
- Collaborate with cross-functional teams to establish and sustain best practices that support continuous quality enhancement.
- Complete back-office processing re-audit quality control for all processing areas, including Financial, Contractual, File Maintenance, and Complex Processing.
- Work closely with teams and leadership to ensure contractual and procedural compliance across multiple organizational functions.
- Deliver targeted training, coaching, and trending analysis to support ongoing process improvements and professional development of team members.
- Conduct comprehensive re-audit quality control for Underwriting Case Management, ensuring all case processing activities meet high standards of accuracy, consistency, and compliance.
- Provide Quality Assurance evaluation support to the Underwriting team, maintaining high standards and proactively addressing process gaps.
- Delivering ongoing training and process improvement support to the Underwriting Case Management team, fostering capability growth and continuous improvement.
- Lead Quality Assurance and calibration efforts with external partners (Genpact, Clear Harbor, McCamish, and Driasi), ensuring consistent alignment on quality standards and procedural expectations.
- Prepare and present monthly quality reports to leadership, highlighting key findings, deviations, emerging trends, and targeted areas for improvement across Resolution Life.
- Deliver actionable coaching and process improvement recommendations to facilitate the achievement of organizational quality goals.
- Collaborate across organizations to identify opportunities and implement initiatives that drive continuous improvement in service delivery and compliance.
Quality Assurance/Team Leader
Farmers New World Life Insurance
04.1985 - 08.2023
- Completed regular quality evaluations, training for customer care and back office teams.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Strengthened vendor relationships, conducting quality assessments of externally sourced components.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Collaborated with cross-functional teams to develop robust quality assurance strategies.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
Education
High School Diploma -
Briggs
Columbus Ohio06-1983
Skills
- Quality Assurance
- Quality Control
- Process Improvement
- Training & Coaching
- Staff Development
- Data Analysis
Certification
- LOMA 1, 2, 3 Courses
- ACS-100: Foundations of Customer Service
- Six Sigma Yellow Belt
- Consultative Sales Designation (CSD)
- Multiple Quality Assurance Courses (LinkedIn and other professional platforms)
Timeline
Quality Control Specialist
Resolution Life Insurance
08.2023 - Current
Quality Assurance/Team Leader
Farmers New World Life Insurance
04.1985 - 08.2023
High School Diploma -
Briggs
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