Quality Assurance Team Manager

Job Summary

Liberty Mutual's GRS Capability Center Operations (GRS - CCO) team is expanding Quality Assurance function by establishing Quality Assurance (QA) team in India under Liberty's legal entity, responsible for performing independent QA audits for underwriting operations (i.e. Policy Booking, Endorsement, Submission and other UW tasks) executed by BPO teams for different regional market (UK, Europe, MENA and APAC) business lines.

For that new QA function under GRS CCO, we are looking for experienced Quality Assurance Team Manager to lead and manage team of experienced Sr. quality assurance analysts, manage workflows, ensure delivery of high-quality QA audits, and serve as the primary point of contact for escalations, reporting, and process improvements.

This is a leadership role that requires strong analytical skills, strong insurance domain expertise, team management experience, and the ability to work closely with stakeholders across geographies.

Job Duties

• Manage the team of Sr. Quality Assurance analysts performing independent QA audits on underwriting work done by BPO Partners.
• Oversee quality assurance activities across key underwriting back-office processes (i.e. Policy Booking, Endorsements, Submission, Quotes and other processes).
• Act as a quality gatekeeper, ensuring accuracy, consistency, and completeness of audit findings for complex underwriting cases.
• Monitor team productivity, manage audit sampling volumes, ensure timely completion of reviews and continuous capability development.
• Collaborate with process owners, compliance, and training teams to identify root causes and recommend corrective/preventive actions.
• Prepare weekly/monthly/quarterly reports and performance dashboards for senior leadership and trend reports, and issue logs for internal governance.
• Collaborate with onshore business stakeholders and BPO QA team across different geographies to calibrate QA standards, feedback mechanisms, and reporting practices.
• Conduct regular audits, calibration sessions, and error trend analysis to drive quality improvements across processes.
• Implementing GRS QA frameworks, SOPs, and controls tailored to specific lines of business.
• Coach and mentor QA analysts; foster a culture of continuous learning and accountability.

Qualifications & Experience:

• Bachelor's degree required; insurance certifications like ACII, CPCU preferred.
• Seasoned P&C industry operations lead with 10-12 years of experience, including a minimum of 4 years overseeing QA function and managing high performing teams.
• Proven expertise in underwriting processes for different geography regions (UK, Europe, MENA & APAC) and business lines.
• Familiarity with vendor governance and multi-tier QA environments
• Exposure to global quality standards and reporting tools (e.g., Excel, Power BI).

Key Skills:

• Excellent knowledge of underwriting processes, policy documentation, and insurance regulatory compliance (preferably for UK & Europe regions.)
• Strong attention to detail and ability to drive root cause analysis and process improvements.
• High attention to detail and ability to manage high volumes of complex audits.
• Excellent understanding of QA methodologies, audit frameworks, and compliance protocols.
• Proficient in MS Excel, PowerPoint, and QA tools/systems.
• Effective communicator with ability to present insights clearly and influence change.
• High level of accountability, organizational skills, and decision-making ability.

Preferred Experience & Work Hours:

• Background in shared services or BPO environments with global insurance carriers.
• Experience working with or overseeing vendor QA teams (e.g., Genpact).
• Knowledge of tools used in underwriting operations and workflow management.
• Flexibility to work in different time zones (Preferably UK & Europe time)