BCS Leader - Training, QA, and Project Delivery

Marsh McLennan • Austin, TX

1d • Hybrid

About The Position

We are seeking a talented individual to join our BCS Training, QA and Project Delivery team at Marsh. This role will be based in Austin, TX. This is a hybrid role that has a requirement of working at least three days a week in the office. As the BCS Leader- Training, QA, and Project Delivery, you will provide senior leadership for quality assurance, training, continuous improvement, and project management across insurance operations. You will design and execute the quality and training strategy, build and lead high-performing QA and training teams, and partner with business leaders to ensure regulatory compliance, strong control environments, and exceptional client experience. You will also drive enterprise-wide continuous improvement initiatives, leveraging data, analytics, and best-in-class quality methodologies.

Requirements

• Bachelors degree in Business, Insurance, Operations, Analytics, or a related field; advanced degree or professional certifications (e.g., Six Sigma, Lean, CQA) preferred.
• 10+ years of experience in insurance operations, quality assurance, or process improvement, including 7+ years in senior leadership roles.
• Deep knowledge of the insurance lifecycle (e.g., claims, underwriting, policy administration, billing) and regulatory frameworks, with proven experience designing and managing quality assurance programs, audit processes, and performance dashboards.
• Strong project management, stakeholder engagement, and change management capabilities, with proficiency in quality management systems, data visualization tools (such as Tableau or Power BI), and Microsoft Office Suite.

Nice To Haves

• Experience with UAT/QA testing and process mapping techniques (such as SIPOC and value stream mapping) and familiarity with regulatory examinations and consumer protection standards.
• Expertise in voice-of-the-client analytics and speech analytics, with a track record of using insights to improve quality, client experience, and operational outcomes.
• Broad knowledge across multiple insurance lines (e.g., auto, homeowners, P&C, life) and a demonstrated ability to reduce errors, rework, and compliance incidents while enhancing coaching effectiveness and employee engagement.

Responsibilities

• Develop and execute an enterprise-wide quality assurance and training strategy that spans placement, proof of insurance, surplus lines, contract review, and policy administration.
• Define and maintain quality standards, scoring rubrics, audit methodologies, sampling plans, and validation processes, and establish a comprehensive quality management framework with dashboards, KPIs, baselines, and targets.
• Lead and develop Quality Review Analyst and Supervisor teams, including recruiting, mentoring, workload distribution, and performance monitoring to support high-quality, consistent execution.
• Collaborate with functional leaders, client teams, IT, and Training to ensure quality and training programs align with regulatory requirements and internal controls, and drive continuous improvement using Lean/Six Sigma methodologies.
• Oversee calibration sessions to ensure consistent scoring and inter-rater reliability, and manage executive-level reporting on program health, risk indicators, root cause analyses, and remediation plans.
• Manage budgets, vendor relationships, quality management tools (including speech/text analytics and dashboards), and governance committees while ensuring data integrity, privacy, and security across all quality and training activities.

Benefits

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees