Quality Assurance Team Manager

Job Summary

GRS Capability Center Operations (GRS - CCO)

Quality Assurance Team Manager

This is a leadership role that requires strong analytical skills, strong insurance domain expertise, team management experience, and the ability to work closely with stakeholders across geographies.

Job Duties

• Manage the team of Sr. Quality Assurance analysts performing independent QA audits on underwriting work done by BPO Partners.
• Oversee quality assurance activities across key underwriting back-office processes (i.e. Policy Booking, Endorsements, Submission, Quotes and other processes).
• Act as a

  quality gatekeeper

  , ensuring accuracy, consistency, and completeness of audit findings for complex underwriting cases.
• Monitor team productivity, manage audit sampling volumes, ensure timely completion of reviews and continuous capability development.
• Collaborate with process owners, compliance, and training teams to

  identify root causes and recommend corrective/preventive actions.

• Prepare weekly/monthly/quarterly reports and performance dashboards for senior leadership and trend reports, and issue logs for internal governance.
• Collaborate with

  onshore business stakeholders and BPO QA team across

  different geographies to calibrate QA standards, feedback mechanisms, and reporting practices.
• Conduct regular audits, calibration sessions, and error trend analysis to drive quality improvements across processes.
• Implementing GRS QA frameworks, SOPs, and controls tailored to specific lines of business.
• Coach and mentor QA analysts; foster a culture of continuous learning and accountability.

Qualifications & Experience:

• Bachelor’s degree required; insurance certifications like ACII, CPCU preferred.
• Seasoned P&C industry operations lead with

  10-12 years of experience

  , including a minimum of

  4 years overseeing QA function and managing high performing teams

  .
• Proven expertise in underwriting processes for different geography regions (UK, Europe, MENA & APAC) and business lines.
• Familiarity with vendor governance and multi-tier QA environments
• Exposure to global quality standards and reporting tools (e.g., Excel, Power BI).

Key Skills:

• Excellent knowledge of underwriting processes, policy documentation, and insurance regulatory compliance (preferably for UK & Europe regions.)
• Strong attention to detail and ability to drive root cause analysis and process improvements.
• High attention to detail and ability to manage high volumes of complex audits.
• Excellent understanding of QA methodologies, audit frameworks, and compliance protocols.
• Proficient in MS Excel, PowerPoint, and QA tools/systems.
• Effective communicator with ability to present insights clearly and influence change.
• High level of accountability, organizational skills, and decision-making ability.

Preferred Experience & Work Hours:

• Background in shared services or BPO environments with global insurance carriers.
• Experience working with or overseeing vendor QA teams (e.g., Genpact).
• Knowledge of tools used in underwriting operations and workflow management.
• Flexibility to work in different time zones (Preferably UK & Europe time)