World Quality Month 2017

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Across
  1. 2. Abbreviation for New York Life group membership and disability department based in Sleepy Hollow, NY. They are supported by our QA professional Diana Omess.
  2. 4. Abbreviation for our department based in Kansas City servicing primarily COLI and BOLI products. They are supported by our QA professional Lisa L Smith.
  3. 7. Another word for danger. Quality assurance evaluates controls in a process to mitigate this.
  4. 8. Set the standard for what it means to be well-managed. Part of One New York Life Service.
  5. 9. 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.
  6. 10. 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. Another word for managers.
  7. 12. Second line of defense providing retrospective reviews of functions/transactions.
  8. 13. An established or official way of doing something.
  9. 14. One of many benefits of a mutual company, we only answer to this person.
  10. 16. Steps within a process to reduce the risk.
  11. 18. First line of defense providing real time reviews of transactions.
  12. 19. 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.
Down
  1. 1. 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.
  2. 3. NYL __________ is based in Tampa, FL servicing products sold to customers without an agent. They are supported by our QA professional Val Goddard.
  3. 5. Every QA assessment is a joint effort between the QA team and these individuals to ensure a thorough and impactful review is conducted.
  4. 6. The quality assurance team will schedule meetings with business leaders and subject matter experts to get a step by step overview of a process. Another way to describe a dress rehearsal.
  5. 7. State and federal laws that may apply to businesses.
  6. 11. Third line of defense validating QC and QA controls are working as intended.
  7. 15. 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.
  8. 17. 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.