Diane Goodrow
About Diane Goodrow
Current Role at MassMutual
Diane Goodrow is currently the Director of Business Operations - Quality Control at MassMutual, located in the Springfield, Massachusetts Area. In this role, she leads a team of Quality Control Consultants and Specialists who support Insurance Operations. Her responsibilities include developing and implementing a quality assurance program and conducting audits to focus on risk and business priorities. She also focuses on monitoring quality assurance trends and findings to improve business performance.
Previous Roles at MassMutual
Prior to her current role, Diane held several positions at MassMutual. She was the Quality Control Manager-Emerging Leaders program for 11 months in 2019. From 2017 to 2019, she worked in Algo/Jet Underwriting. Diane spent a significant part of her career as an Underwriting Case Analyst from 2006 to 2017. These roles were all based in the Springfield, Massachusetts Area.
Work Experience Before MassMutual
Before her tenure at MassMutual, Diane Goodrow worked at Novak Financial Group as a Licensed Sales & Marketing Coordinator from 2003 to 2006. She also gained experience as a Human Resources Office Team Leader/Trainer at Six Flags New England from 1997 to 1999.
Educational Background
Diane Goodrow has an impressive educational background. She earned her Master of Business Administration (MBA) from the Isenberg School of Management, UMass Amherst, between 2009 and 2011, studying Business Administration and Management, General. Additionally, she obtained a Bachelor of Science (B.S.) in Business, Management, Marketing, and Related Support Services from Westfield State College, where she studied from 1999 to 2003.
Team Leadership and Quality Control Expertise
In her capacity as Director of Business Operations - Quality Control, Diane challenges her team to experiment with new ideas using continuous improvement methodologies. She facilitates and leads team efforts to monitor quality assurance trends and findings. She also partners with business area managers to identify, prioritize, and deliver solutions that drive operational efficiency and improve the customer experience.