Manager, Carrier Operations Quality Management

Lead quality management, auditing, testing, and oversight programs across delegated insurance operations. Develop and maintain a risk-based quality assurance framework that supports compliance, consistency, and operational effectiveness.

Oversee audits and reviews covering claims, policy administration, licensing, appeals, customer service, fulfillment, and related activities. Monitor quality metrics, identify trends, assess operational risks, and recommend improvements based on audit findings.

Prepare and present clear reports on audit outcomes, emerging risks, performance trends, and remediation progress. Support regulatory reviews, market conduct examinations, compliance assessments, and other carrier oversight initiatives.

Partner with business leaders and delegated administrators to ensure adherence to regulatory requirements, contractual commitments, carrier standards, and internal policies. Act as an escalation point for significant quality, compliance, and operational risk issues.

Oversee the development, implementation, and validation of corrective action plans. Evaluate processes, workflows, internal controls, and system enhancements to identify improvement opportunities and strengthen operational effectiveness.

Maintain quality management policies, procedures, audit standards, and training materials. Support the testing and validation of new processes, technologies, and regulatory changes to ensure continued compliance.

Lead, coach, and develop a high-performing Quality Management team. Manage priorities, workloads, and performance to ensure timely completion of audits and reviews while supporting recruitment, onboarding, professional development, and succession planning.

Build strong relationships with internal stakeholders, third-party administrators, vendors, and external business partners to promote accountability, resolve issues, and embed a culture of continuous improvement.

• At least 7 years of professional experience in insurance operations, quality assurance, auditing, compliance, claims, policy administration, or a related field.
• Demonstrated experience leading, managing, and developing teams, including setting priorities, monitoring performance, and supporting employee growth.
• Proven experience managing quality assurance programs, operational audits, compliance monitoring, or operational testing initiatives.
• Strong understanding of insurance operations, delegated authority arrangements, carrier oversight, and applicable regulatory requirements.
• Experience evaluating operational controls, identifying risks, developing corrective actions, and implementing sustainable process improvements.
• Strong analytical and problem‑solving skills, with the ability to interpret operational data, identify trends, assess complex issues, and provide actionable recommendations to senior leadership.
• Excellent written, verbal, and interpersonal communication skills, including the ability to present audit findings clearly and influence stakeholders to implement corrective actions.
• Strong organizational and project management capabilities, with the ability to manage multiple priorities, coordinate audits, and meet deadlines in a fast‑paced environment.
• High attention to detail, sound judgment, and a commitment to compliance, accountability, and operational excellence.
• A bachelor's degree in Business, Insurance, Risk Management, Compliance, Finance, or a related discipline is preferred.…