Quality Oversight Manager

Service Center

CSCS TX

The Quality Oversight Manager plays a critical role in ensuring operational excellence and regulatory compliance across automotive insurance processes. This position is responsible for developing and managing quality oversight programs focused on claims, underwriting, and customer service functions. The ideal candidate will bring deep industry knowledge, a data-driven mindset, and strong leadership in quality assurance to drive continuous improvement and risk mitigation efforts.

Key Responsibilities:

• Develop, implement, and manage quality oversight programs specific to automotive insurance carriers.
• Conduct regular audits and assessments of claims, underwriting, and customer service processes to ensure compliance and accuracy.
• Monitor key performance indicators (KPIs) and quality metrics to identify trends, gaps, and opportunities for improvement.
• Work closely with cross-functional teams to ensure adherence to established standards.
• Lead root cause analysis for performance deficiencies and implements corrective and preventive action plans.
• Collaborate with training teams to refine training materials based on audit findings and performance trends.
• Stay current on regulatory requirements (e.g., state Department of Insurance regulations) and industry trends impacting auto insurance.
• Prepare and present regular reports and insights to senior leadership on quality metrics, risk exposure, and compliance issues.
• Support third-party audits, carrier reviews, and internal risk assessments.
• Foster a culture of quality, accountability, and continuous improvement across the organization.

Qualifications:

• 3-5+ years of experience in quality assurance or operations oversight in the auto insurance industry.
• Strong knowledge of automotive insurance processes including claims management, underwriting, and regulatory compliance.
• Demonstrated experience developing and implementing quality monitoring frameworks.
• Excellent analytical, organizational, and problem-solving skills.
• Strong written and verbal communication abilities, with experience reporting to senior leadership.
• Proficiency in data analysis tools, QA software, and MS Office Suite (Excel, PowerPoint, etc.).

Preferred Skills:

• Experience working with or for automotive insurance carriers or MGAs.
• Knowledge of state-specific insurance regulations.
• Experience with process improvement methodologies (Lean, Six Sigma, etc.).
• Familiarity with QA tools and platforms (e.g., NICE, Verint, Salesforce QA tools).