Senior Quality Assurance Manager
3 days ago
Job Title:
Quality Assurance Leadership PositionJob Summary:
This is a leadership role that requires strong analytical skills, experience in managing high-performing teams, and the ability to work closely with stakeholders across geographies. The successful candidate will oversee quality assurance activities across key underwriting back-office processes and ensure delivery of high-quality QA audits.
- Manage a team of senior quality assurance analysts performing independent QA audits on underwriting work done by business partners.
- Oversee quality assurance activities across key underwriting back-office processes (i.e. policy booking, endorsements, submissions, 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 teams 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.
- Implement 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).
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