Quality Manager

Amwins • Charlotte, NC

5d

About The Position

Amwins is seeking an adaptable, driven, and detail-oriented Quality Manager for its Client Services Team (CST) Operations team. The role oversees Quality Analysts who provide centralized support for production teams, managing daily activities, workflows, performance, escalations, and continuous team development. The manager also oversees the Quality Assurance function, including the review of service-team work for accuracy, compliance, and consistency.

The Quality Manager builds and maintains the audit framework, analyzes quality trends, and works with CST Operations and production leadership to translate findings into coaching, process improvements, and measurable gains in accuracy and customer experience. The role includes on-the-job training and offers opportunities to contribute to evolving processes and procedures as the department grows.

Requirements

• Bachelor’s degree or equivalent work experience.
• 2–5 years of experience in people management, with a proven track record in team leadership and operational oversight.
• Strong communication, critical-thinking, and problem-solving skills.
• Demonstrated success working with cross-functional teams and all levels of management.
• Ability to prioritize tasks and deliver high-quality work within stipulated timelines.
• Strong analytical skills and ability to learn new systems and processes quickly.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint, and Microsoft 365 tools.
• Experience managing Quality Auditors, Quality Analysts, or a similar quality assurance team, including setting audit goals, coaching to results, and managing performance.
• Hands-on experience designing and administering quality monitoring programs, audit scorecards, sampling methodologies, and calibration sessions.
• Ability to deliver objective, constructive feedback to team members at all levels with integrity and attention to detail.

Nice To Haves

• Lean, Six Sigma, or similar process-improvement certification.
• Experience in insurance, brokerage, or financial services operations, such as policy processing, endorsements, or client servicing.
• Understanding of regulatory, compliance, and errors and omissions risk considerations related to service operations.
• Power BI or similar reporting-tool experience.

Responsibilities

• Lead, coach, and develop Quality Analysts, setting expectations for audit volume, accuracy, turnaround time, and team performance.
• Manage daily team activities, workflows, queues, schedule adherence, and performance against KPIs and standard operating procedures.
• Set performance expectations, monitor results, coach team members, and implement strategies to improve productivity and efficiency.
• Design, maintain, and improve quality standards, audit scorecards, and sampling methodologies.
• Oversee audits of policy, endorsement, and client service work for accuracy, completeness, and compliance with procedures and regulatory requirements.
• Conduct calibration sessions to support consistent, objective, and defensible audit scoring.
• Analyze audit results to identify trends and root causes, and develop corrective action plans with measurable outcomes.
• Prepare and present quality dashboards and reports to leadership, including accuracy rates, error trends, rework, and corrective-action closure.
• Partner with CST Managers, trainers, production leaders, and other internal and external partners on coaching, training, process improvements, and SOP updates.
• Manage audit feedback and disputes, communicating findings clearly, fairly, and constructively.
• Track corrective actions through completion and validate their effectiveness.
• Support internal and external audits, compliance reviews, and errors and omissions risk mitigation.
• Work with cross-functional teams to create and update standard operating procedures.
• Report performance issues to management and coordinate appropriate actions.
• Schedule and coordinate meetings, including employee performance reviews.
• Oversee recruitment and dismissal processes.
• Develop subject matter expertise for the service area and build team knowledge and expertise.
• Review and approve weekly timecards.
• Foster a positive, productive, collaborative, and customer-focused work environment.

Benefits

• Medical, dental, and vision coverage available on the first day of employment.
• Choice of medical plans through Blue Cross Blue Shield, with Kaiser available for California employees.
• Mental health support, including virtual therapy, digital coaching, and 24/7 EAP counseling.
• Company-paid basic life and AD&D insurance, short-term disability, and Employee Assistance Program.
• Health Savings Account with company contributions.
• Health Care FSA, Dependent Care FSA, and commuter benefits.
• Parental leave and adoption assistance.
• Voluntary life insurance, critical illness, accident, and identity theft protection coverage.
• Retiree medical benefits for Medicare-eligible retirees.
• 401(k) with company match.
• Generous paid time off and company holiday schedule.
• Collaborative, continuing-education-focused work environment.
• Career advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager