WHO YOU ARE: 
The Quality Manager owns the day-to-day leadership of the Transactional Quality function, managing a
team of 12–15 quality auditors responsible for audit execution, defect identification, and quality reporting
across Global Operations. The role combines people management with hands-on quality leadership,
including calibration, audit standard consistency, and direct client interaction on quality matters. This is a
backfill for a current team member moving into a different role.

 WHAT YOU’LL DO:

• Manage and lead a team of 12–15 quality auditors, including performance management, coaching, and day-to-day supervision.
• Own audit quality and consistency across the team, ensuring adherence to defined quality frameworks and standards.
• Run and participate in calibration sessions to align auditor scoring and reduce subjectivity in defect identification.
• Review audit and defect trend data to identify root causes and drive corrective action plans.
• Act as the primary point of contact for client-facing quality discussions, including reviews, escalations, and reporting.
• Partner with Operations and Process Excellence to translate quality findings into process improvement actions.
• Maintain and report on quality metrics, dashboards, and audit coverage to leadership and clients.
• Support the ongoing maturity uplift of the quality framework, including rollout of updated audit methodologies.

WHAT YOU'LL NEED?  

• Consistent, well-calibrated audit output across the auditor team.
• Strong, proactive client relationships on quality, with issues surfaced and resolved before escalation.
• Clear linkage between internal quality data and client-reported outcomes.
• A stable, well-managed auditor team with low attrition and clear development paths.
• Proven experience managing a team of 10+ in a quality, audit, or transactional operations environment.
• Strong working knowledge of quality frameworks, audit methodologies, and calibration practices.
• Demonstrated experience handling client interaction and quality reviews with external stakeholders.
• Strong data orientation — comfortable working with audit data, defect trends, and reporting tools.
• Insurance or financial services operations background preferred.
• Strong communication and stakeholder management skills, with the ability to operate independently.