Director, Quality & Training -Subrogation

Machinify • La Grange, KY

1d • $110,000 - $130,000 • Hybrid

About The Position

As a part of our Subrogation Division, the Quality & Training Director provides strategic leadership for all quality assurance, training, and performance development functions within the Subrogation Division. This role ensures consistent, accurate, and compliant work output across all teams by establishing quality standards, designing and delivering training programs, and driving continuous improvement initiatives. The Director partners closely with Team Operations, People Operations, Compliance, and Legal to support new-hire success, strengthen employee capabilities, and improve operational effectiveness, client satisfaction, and recovery outcomes.

Requirements

• Bachelor’s degree in Business, Training & Development, Quality Management, or related field (preferred).
• 5+ years of experience in Subrogation, Claims, Recovery, or similar insurance/contact-center environment.
• 3+ years of experience in training, quality assurance, or leadership roles.
• Strong knowledge of subrogation workflows, claims systems, recovery regulations, and productivity metrics.
• Proven experience developing and delivering remote training programs.
• Excellent analytical, coaching, communication, and presentation skills.
• Proficiency with QA tools, LMS systems, reporting platforms, and Microsoft Office Suite.

Responsibilities

• Foster and sustain a high-morale, positive team culture
• Develop, implement, and maintain a comprehensive quality assurance framework for all Subrogation processes, including Recovery, Enrichment, Research & Creation, and Streamline Recovery units.
• Establish quality scorecards, auditing methodologies, and calibration practices to ensure consistency and compliance.
• Conduct regular audits of case handling, documentation accuracy, system utilization, communication standards, and adherence to state/federal regulatory requirements.
• Identify trends, performance gaps, and risks; provide root-cause analysis and partner with Operations to implement corrective actions.
• Lead quality calibration sessions with supervisors, managers, and trainers to ensure standardized expectations.
• Prepare and communicate quality reports, dashboards, and insights to leadership.
• Lead the creation, delivery, and maintenance of new-hire remote training programs for all Subrogation roles.
• Oversee ongoing training initiatives, curriculum updates, and skill-building workshops for tenured employees and leaders.
• Partner with subject matter experts (SMEs) to develop job aides, playbooks, workflows, and standard operating procedures.
• Create structured remote onboarding plans to improve new-hire readiness, retention, and time-to-proficiency.
• Develop leadership training specific to subrogation processes, coaching techniques, and quality management.
• Identify and cultivate future leaders by providing mentoring, skill development, and consistent feedback
• Monitor operational KPIs and use data to recommend process improvements that support productivity, accuracy, and employee engagement.
• Collaborate with IT, Systems, and Process Improvement teams on enhancements to workflows, templates, job aides, and automation opportunities.
• Lead change management efforts when introducing new processes, tools, technologies, or policy updates.
• Work closely with supervisors and managers to strengthen coaching practices that support quality improvement.
• Provide coaching, guidance, and recommendations for performance improvement plans related to quality outcomes.
• Facilitate regular performance reviews and provide insights on employee skill gaps and development priorities.
• Review and report on monthly/yearly client SLAs
• Encourage staff to meet goals and embrace change while driving a positive culture
• Serve as a member of the Subrogation leadership team, contributing to strategic planning, capacity forecasting, and organizational design.
• Maintain strong partnerships with HR Business Partners to align training, quality, performance, and engagement strategies.
• Ensure all training and quality programs support compliance with client contractual obligations and industry regulations.
• Represent the Quality & Training function during client meetings, audits, and business reviews as needed.
• Maintain accurate and up-to-date documentation of all quality standards, training curricula, and audit results.
• Ensure training and quality programs adhere to regulatory requirements, confidentiality expectations, and internal policies.

Benefits

• PTO, Paid Holidays, and Volunteer Days
• Eligibility for health, vision and dental coverage, 401(k) plan participation with company match, and flexible spending accounts
• Tuition Reimbursement
• Eligibility for company-paid benefits including life insurance, short-term disability, and parental leave.
• Remote and hybrid work options

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees