Supervisor, Quality Assurance

MAPFRE•Webster, MA

1d•$80,000 - $110,000

About The Position

The Supervisor, Quality Assurance, leads a team responsible for delivering quality assurance for the Enterprise Contact Center and Insurance Operations. The role focuses on internal and external independent agent quality assurance execution, calibration, COPC-aligned quality standards, and human-in-the-loop quality review for automated and AI-assisted transactions. The Supervisor ensures consistent scoring practices, promotes continuous improvement, and partners closely with operations leaders and the Insurance Operations Vendor Management team. This role develops QA forms and methodologies, oversees calibration routines across all ECC and Insurance Operations functional areas, and ensures compliance with service standards. The Supervisor supports Insurance Operations back-office reviews, Independent Agent audits, and emerging quality needs within AI-enabled workflows. This position plays a key role in advancing the Quality Center of Excellence model.

Requirements

Associate’s Degree or equivalent experience or Bachelor’s Degree Preferred
Three to five years of Contact Center or Insurance Operations experience and one to two years of quality assurance experience Required
Strong understanding of Contact Center and Insurance Operations processes including FNOL, Billing, ISC, Sales, Policy Servicing, General Inquiry, Agency Interface, and back-office policy processing
Knowledge of COPC quality principles and quality management frameworks
Familiarity with automated QA systems, LLM-based insights, and AI-enabled workflows
Familiarity with statistical concepts including sample sizing methodologies, standard deviations, variance indicators, trend analysis, and identification of outliers within quality data
Strong analytical capability with the ability to assess quality trends and identify improvement opportunities
Proven skill in developing QA forms, scoring practices, and calibration standards.
Excellent written and verbal communication skills
Ability to manage multiple priorities, plan and organize work, and meet deadlines.
Demonstrated ability to lead teams, coach staff, and cultivate a collaborative and high-performing environment
Ability to work cross-functionally with Operations, Business Intelligence, Training, and the Vendor Program Manager team
Strong analytical capability, including the ability to apply statistical approaches to evaluate quality performance, validate sample adequacy, interpret distributions, and identify anomalies or emerging trends
Proficient with end-user software such as Word, Excel, PowerPoint and QA tools

Nice To Haves

Bachelor’s Degree Preferred
Prior leadership experience Preferred

Responsibilities

Quality Assurance Leadership
Leads QA staff performing reviews across ECC and Insurance Operations for FNOL, Billing, ISC, Sales, Policy, General Inquiry, Agency Interface, Independent Agents, and back-office policy processing
In collaboration with the Sr Manager, Vendor and Quality Management develops, maintains, and improves QA forms, scoring methodologies, and review standards aligned to COPC requirements
Leads all calibration activities across ECC and Insurance Operations and ensures consistent scoring alignment with internal teams and vendor partners
Oversees human in the loop QA for automated and AI-enabled transactions including review of flags, exceptions, and automation errors
Ensure quality reviews are completed within established timelines and service standards
Conducts trend analysis and supports continuous improvement workstreams, including identification of root causes and recommended corrective actions
Operational Alignment and Governance
Provides QA findings and recommendations to operations leaders
Recommends but does not own corrective action or performance decisions
Partners with Training, Workforce Management, and operations teams to ensure that QA insights drive curriculum updates and procedural improvements
Supports creation of SOPs and test scripts for new processes and AI-enabled workflows
Insurance Operations and Agent-Focused QA
Supports quality reviews related to back-office policy processing work completed by Insurance Operations, excluding underwriting
Supports Independent Agent audits in collaboration with Insurance Operations leadership
Supports compliance with internal policies and regulatory requirements
Team Leadership
Supervises QA Coordinators and Specialists, including hiring, coaching, training, and development
Ensures a positive work environment and fosters a culture of engagement, ownership, and continuous improvement
Monitors workload, assigns tasks, and ensures appropriate coverage for all QA workstreams
Reporting and Analytics
Owns the preparation of QA reports and dashboards across ECC and Insurance Operations
Ensures accuracy, timeliness, and clarity of quality reporting
Identifies opportunities for improved reporting and measurement