Supervisor, Quality Assurance; Call Center​/Insurance Operations Webster or Boston, MA - Hybrid

Position: Supervisor, Quality Assurance (Call Center/Insurance Operations) Webster or Boston, MA - Hybrid
Summary

The Supervisor, Quality Assurance, leads a team responsible for delivering quality assurance for the Enterprise Contact Center and Insurance Operations. The role focuses on internal and external independent agent quality assurance execution, calibration, COPC-aligned quality standards, and human-in-the-loop quality review for automated and AI-assisted transactions. The Supervisor ensures consistent scoring practices, promotes continuous improvement, and partners closely with operations leaders and the Insurance Operations Vendor Management team.

This role develops QA forms and methodologies, oversees calibration routines across all ECC and Insurance Operations functional areas, and ensures compliance with service standards. The Supervisor supports Insurance Operations back-office reviews, Independent Agent audits, and emerging quality needs within AI-enabled workflows. This position plays a key role in advancing the Quality Center of Excellence model.

Responsibilities

Quality Assurance Leadership

• Leads QA staff performing reviews across ECC and Insurance Operations for FNOL, Billing, ISC, Sales, Policy, General Inquiry, Agency Interface, Independent Agents, and back-office policy processing
• In collaboration with the Sr Manager, Vendor and Quality Management develops, maintains, and improves QA forms, scoring methodologies, and review standards aligned to COPC requirements
• Leads all calibration activities across ECC and Insurance Operations and ensures consistent scoring alignment with internal teams and vendor partners
• Oversees human in the loop QA for automated and AI-enabled transactions including review of flags, exceptions, and automation errors
• Ensure quality reviews are completed within established timelines and service standards
• Conducts trend analysis and supports continuous improvement work streams, including identification of root causes and recommended corrective actions

Operational Alignment and Governance

• Provides QA findings and recommendations to operations leaders
• Recommends but does not own corrective action or performance decisions
• Partners with Training, Workforce Management, and operations teams to ensure that QA insights drive curriculum updates and procedural improvements
• Supports creation of SOPs and test scripts for new processes and AI-enabled workflows

Insurance Operations and Agent-Focused QA

• Supports quality reviews related to back-office policy processing work completed by Insurance Operations, excluding underwriting
• Supports Independent Agent audits in collaboration with Insurance Operations leadership
• Supports compliance with internal policies and regulatory requirements

Team Leadership

• Supervises QA Coordinators and Specialists, including hiring, coaching, training, and development
• Ensures a positive work environment and fosters a culture of engagement, ownership, and continuous improvement
• Monitors workload, assigns tasks, and ensures appropriate coverage for all QA work streams

Reporting and Analytics

• Owns the preparation of QA reports and dashboards across ECC and Insurance Operations
• Ensures accuracy, timeliness, and clarity of quality reporting
• Identifies opportunities for improved reporting and measurement

Qualifications

• Associate's Degree or equivalent experience or Bachelor's Degree Preferred
• Three to five years of Contact Center or Insurance Operations experience and one to two years of quality assurance experience Required
• Prior leadership experience Preferred
• Strong understanding of Contact Center and Insurance Operations processes including FNOL, Billing, ISC, Sales, Policy Servicing, General Inquiry, Agency Interface, and back-office policy processing
• Knowledge of COPC quality principles and quality management frameworks
• Familiarity with automated QA systems, LLM-based insights, and AI-enabled workflows
• Familiarity with statistical concepts including sample sizing methodologies, standard deviations, variance indicators, trend analysis, and identification of outliers within quality data
• Strong analytical capability with the ability to assess quality trends and identify improvement opportunities
• Proven skill in developing QA forms, scoring practices, and calibration standards.
• Excellent written and verbal communication skills
• Ability to manage multiple priorities, plan and organize work, and meet deadlines.
• Demonstrated ability to lead teams, coach staff, and cultivate a collaborative and high-performing environment
• Ability to work cross-functionally with Operations, Business Intelligence, Training, and the Vendor Program Manager team
• Strong analytical capability, including the ability to apply statistical approaches to evaluate quality performance, validate sample adequacy, interpret distributions, and identify anomalies or emerging trends
• Proficient with end-user software such as Word, Excel, PowerPoint and QA tools

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Pay Philosophy:
The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and…