Manager Quality Assurance

This position is responsible for supervising, planning, and coordinating the activities related to quality management and assurance across the Operations team. Key duties including coaching and developing direct team members, as well as driving quality, audit, and training activities across the Operations teams. Role is critical in helping functional areas in designing and executing on continual process improvement initiatives and achieving positive customer experiences.
 Establish and execute quality, audit, and training framework for the Operations team, and serve as the primary expert in these areas.
 Lead, coach, support and develop direct reports to build a high-performance culture amongst the team with a focus on talent mobility and progression, employee retention, and employee engagement.
 Set and monitor KPIs for the team to measure productivity and effectiveness.
 Design and own document management strategy for operational process documents, such as Standard Operating Procedures, Templates, FAQs, Training Modules and Templates. Includes keeping documentation up to date.
 Design and own training material and training execution to Operations for implementation of new clients, products, and capabilities, as well as new hire onboarding. Refresher training also to be considered.
 Coordinate and facilitate regular calibration sessions with operational leaders to drive insights into the teams adherence and effectiveness in following operational processes and procedures (i.e. SOPs), as well opportunities for continual process improvement. Insights should include utilization of all available data sources, such as NPS and CSAT.
 Liaise with key external and internal stakeholders to gain insights needed for quality, audit, and training considerations.
 Demonstrate leadership and interpersonal skills to build trust and credibility.
 May serve as a resource to others in the resolution of complex problems and issues.
 Support Sales and Account Management teams is highlighting Assurants quality assurance framework to aid in securing new business.
 Colloaborate with other functional areas, such as Compliance, Risk and Audit, with other ah hoc items, as needed.

Ensure oversight and budget management for departments,