Operations Excellence Lead

1 week ago

Aurangabad, Maharashtra, India beBeeQuality Full time ₹ 1,80,00,000 - ₹ 2,40,00,000

Job Title: Quality Assurance Team Manager

Our organization is expanding its Quality Assurance function by establishing a new QA team. The successful candidate will lead and manage a team of experienced quality assurance analysts, overseeing workflows, ensuring high-quality audits, and serving as the primary point of contact for escalations, reporting, and process improvements.

This leadership role requires strong analytical skills, domain expertise in insurance, team management experience, and the ability to collaborate with stakeholders across geographies.

Key Responsibilities:
  • Manage a team of senior quality assurance analysts performing independent audits on underwriting work done by business partners.
  • Oversee quality assurance activities across key underwriting processes, including policy booking, endorsements, submissions, and quotes.
  • Act as a quality gatekeeper, ensuring accuracy, consistency, and completeness of audit findings for complex cases.
  • Monitor team productivity, manage audit sampling volumes, and ensure timely completion of reviews and continuous capability development.
  • Collaborate with process owners, compliance teams, and training teams to identify root causes and recommend corrective/preventive actions.
  • Prepare regular 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 QA frameworks, SOPs, and controls tailored to specific lines of business.
  • Coach and mentor QA analysts; foster a culture of continuous learning and accountability.
Requirements & 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 functions and managing high-performing teams.
  • Proven expertise in underwriting processes for different geography regions and business lines.
  • Familiarity with vendor governance and multi-tier QA environments.
  • Exposure to global quality standards and reporting tools.
Key Skills:
  • Excellent knowledge of underwriting processes, policy documentation, and insurance regulatory compliance.
  • 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.
  • Knowledge of tools used in underwriting operations and workflow management.
  • Flexibility to work in different time zones.

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