Quality Manager

Join Amwins Group where we work as one team, committed to collaboration, teamwork, and never settling for the status quo!  

Amwins is seeking an adaptable, driven, and detail-oriented Quality Manager to join our Client Services Team (CST) Operations team. This role will oversee a team of Quality Analysts, providing centralized support for our production teams. The Quality Manager is responsible for managing daily team activities, maintaining efficient workflows, fostering a culture of excellence, and driving operational efficiency. Additionally, the Quality Manager will oversee key performance indicators (KPIs), implement improvement strategies, handle escalations, and ensure continuous development within the team.  

As part of our growing CST Operations Team, you’ll play a critical role in shaping processes and fostering a collaborative, team-oriented environment. Our ideal candidate should possess adaptability, drive, and attention to detail, ensuring effective leadership and continuous improvement within the team.  Strong communication, problem-solving, and organizational skills are essential for overseeing daily operations, analyzing performance metrics, and fostering a customer-focused environment.  Additionally, experience in team management, conflict resolution, and strategic planning will enable the candidate to lead a high-performing team and contribute to the achievement of organizational and team goals. 

As a valued Quality Manager with our firm, you will help to develop new and imaginative processes and procedures while performing in this role. This position requires on-the-job training that will provide a collaborative and exciting team-focused environment. Joining Amwins as a team member with the CST Operations Team will offer the opportunity for advancement as the department grows swiftly beyond its initial stages. 

For the Quality Manager role, we are also seeking a leader to oversee our Quality Assurance function and the Quality Analysts who review the accuracy, compliance, and consistency of work produced by our service teams. The Quality Manager will build and maintain the audit framework, analyze quality trends, and partner with CST Operations and production leadership to turn findings into coaching, process improvements, and measurable gains in accuracy and customer experience.

Responsibilities 

Team Leadership & Performance Management 

• Lead a team of Quality Analysts, ensuring timely work completion and exceptional customer experiences.  
• Implement performance management strategies to drive team productivity and efficiency. 
• Coach and support team members, helping them achieve individual and team objectives. 
• Set clear expectations, monitor performance, and implement strategies to improve efficiency and achieve goals. 
• Foster a positive and productive work environment. 

Operational Efficiency: 

• Review daily workflow, queues, and KPIs to ensure adherence to standard operating procedures. 
• Utilize critical thinking and root cause analysis to provide solutions that meet business needs. 
• Manage and evaluate performance metrics, identifying opportunities for improvement. 
• Develop and promote best practices for team workflows, including metrics reporting, expectations setting, and meeting schedules. 

Collaboration & Communication: 

• Work with cross-functional teams to create and update standard operating procedures. 
• Report performance issues to management and coordinate necessary actions. 
• Schedule and coordinate meetings, including employee performance reviews. 
• Collaborate with internal and external partners to address and resolve issues efficiently. 

Recruitment & Team Development: 

• Oversee recruitment and dismissal processes. 
• Become a subject matter expert for your service area and continually develop team knowledge and expertise. 
• Review and approve weekly timecards while monitoring schedule adherence. 

Quality Assurance & Audit Management:

• Lead, coach, and develop a team of Quality Analysts, setting clear expectations for audit volume, accuracy, and turnaround time.
• Design, maintain, and continuously improve quality standards, audit scorecards, and sampling methodologies.
• Oversee the audit of policy, endorsement, and client service work for accuracy, completeness, and adherence to standard operating procedures and regulatory requirements.
• Conduct regular calibration sessions to ensure consistent, objective, and defensible audit scoring across the team.
• Analyze audit results to identify error trends and root causes, and develop corrective action plans with measurable outcomes.
• Produce and present quality dashboards and reports to leadership, including accuracy rates, error trends, rework, and corrective action closure.
• Partner with CST Managers, trainers, and production leaders to translate audit findings into targeted coaching, training, and SOP updates.
• Manage the audit feedback and dispute process, ensuring findings are communicated clearly, fairly, and constructively.
• Track corrective actions through completion and validate their effectiveness.
• Support internal and external audits, compliance reviews, and E&O risk mitigation efforts.

Qualifications 

• Bachelor’s degree or equivalent work experience required. 
• 2-5 years of experience in people management, with a proven track record in team leadership and operational oversight. 
• Strong communication, critical thinking, and problem-solving skills. 
• Demonstrated success in working with cross-functional teams and all levels of management.  
• Ability to prioritize tasks and execute with high quality within stipulated timelines. 
• Strong analytical skills with the ability to learn new systems and processes quickly.  
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Microsoft 365 tools. 
• Experience managing Quality Auditors, Quality Analysts, or a similar quality assurance team, including setting audit goals, coaching to results, and managing performance.
• Hands-on experience designing and administering quality monitoring programs, audit scorecards, sampling methodologies, and calibration sessions.
• Working knowledge of root cause analysis and process improvement methodologies (Lean, Six Sigma, or similar); certification preferred.
• Experience in insurance, brokerage, or financial services operations (e.g., policy processing, endorsements, client servicing) preferred.
• Understanding of regulatory, compliance, and errors & omissions (E&O) risk considerations related to service operations.
• Strong data analysis and reporting skills, with the ability to turn audit results into clear insights and recommendations; Power BI or similar reporting tools preferred.
• Ability to deliver objective, constructive feedback to team members at all levels with integrity and attention to detail.