Supervisor, Quality Assurance

Job description

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-off...