Quality month

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Across
  1. 5. Set the standard for what it means to be well-managed.
  2. 7. Our __________ is to improve and fortify New York Life's business processes and the service we provide our policy holders by ensuring each function we review is completed according to established procedures with accuracy, efficiency and within regulations.
  3. 9. Every QA assessment is a joint effort between the QA team and these individuals to ensure a thorough and impactful review is conducted.
  4. 11. Second line of defense providing retrospective reviews of functions/transactions.
  5. 14. Abbreviation for department located in Austin, TX servicing customers who need assistance paying medical costs related to a medical condition. This operation is supported by QA professionals; Ken Gable, Patricia Davis and Michael Ray.
  6. 15. An established or official way of doing something.
  7. 17. Abbreviation for our department based in Kansas City servicing primarily COLI and BOLI products. They are supported by our QA professional Lisa L Smith.
  8. 18. Steps within a process to reduce the risk.
  9. 20. Department based in Tampa, FL servicing products sold to customers without an agent. They are supported by our QA professional Val Goddard.
Down
  1. 1. State and federal laws that may apply to businesses.
  2. 2. The QA team brings this unique element to every assessment since we may not be familiar with how your business operates, what the system limitations are and prior challenges that may have caused unmitigated risks.
  3. 3. Meetings with business leaders and subject matter experts to learn the process.
  4. 4. These individuals meet with the business area's senior management on a quarterly basis to communicate QA's activities and that any action plans to address observations are properly integrated. These individuals are Olivia Tsang, Racquel Ingram-Butler and Jim Buckmaster III.
  5. 6. Abbreviation for our group membership and disability department. It is supported by our QA professional Diana Omess.
  6. 8. Department based in Home Office offering investment advice to customers and also sounds like a animal with wings. They are supported by our QA professional Kathleen Kelly.
  7. 10. Third line of defense validating QC and QA controls are working as intended.
  8. 12. First line of defense providing real time reviews of transactions.
  9. 13. This area represents New York Life's core businesses ranging from Relationship Management, Advanced Service to Retention. These operations are supported by QA professionals; Cindy Marie-Motta, Darcy Senst, Doug Nygard, Evan Crusco, Gene Mociornita, Gus Skartados, Linda Tan-Lam, Susan Sasse and Yan Chen.
  10. 16. One of many benefits of a mutual company, we only answer to this person.
  11. 19. What can go wrong? This drives everything quality assurance does.