Supervisor, Training and Quality

Michigan Farm Bureau•Lansing, MI

About The Position

OBJECTIVE Supervisor, Training and Quality Objective To lead a dynamic team responsible for delivering training, coaching, and managing quality assurance and control programs to enhance employee capabilities and ensure service excellence. To align department strategies with corporate goals, regulatory requirements, and industry best practices, while driving consistency, innovation, and compliance. To oversee onboarding, skill development, mentoring, and continuous improvement initiatives to strengthen system knowledge and elevate customer experience. To collaborate and lead operational initiatives that optimize workflows, improve business processes, and leverage quality data to support strategic objectives. To assist the manager in developing and maintaining the department’s risk management plan. RESPONSIBILITIES Supervisor, Training and Quality Responsibilities Establish and maintain a supportive and high-performing work environment by selecting, developing, and managing staff to maximize their strengths and contributions. Clearly communicate expectations and service standards, provide regular feedback, and create opportunities for employees to share ideas, build skills, and feel valued. Oversee performance management, including reviews, coaching, guiding professional development plans, and staffing decisions, in alignment with corporate guidelines. Serve as a backup to direct reports when necessary to ensure continuity of service and operational stability. Design, lead, and continuously enhance the department’s Quality Assurance and Quality Control programs. Collaborate with business leaders to calibrate standards, monitor customer interactions, and guarantee compliance and service excellence. Analyze quality data and trends to deliver actionable insights that bolster both individual and team performance. Oversee the development, delivery, and evaluation of departmental training programs by collaborating with internal operational leaders to identify skill gaps and align initiatives to corporate and divisional goals. Define training objectives, utilize varied delivery methods and resources, and ensure content reflects regulatory compliance and supports continuous improvement.

Requirements

Bachelor’s degree required in business, education, management, or related field; equivalent experience may be considered.
Minimum four years of leadership experience required, preferably in training, quality, or operational roles.
Minimum three years of experience in training delivery, instructional design, and quality assurance required.

Nice To Haves

P/C Resident Producer license preferred.
Minimum of three years of insurance or financial services experience preferred.
Minimum of two years of experience developing adult education and curricula preferred.
Minimum of two years of experience with learning management systems (LMS), quality monitoring platforms, and CRM systems preferred.
Intermediate to advanced knowledge of Guidewire PolicyCenter, BillingCenter, and BCMS billing knowledge preferred.
Professional certifications in training, quality, or leadership (e.g. Six Sigma) preferred.

Responsibilities

Establish and maintain a supportive and high-performing work environment by selecting, developing, and managing staff to maximize their strengths and contributions.
Clearly communicate expectations and service standards, provide regular feedback, and create opportunities for employees to share ideas, build skills, and feel valued.
Oversee performance management, including reviews, coaching, guiding professional development plans, and staffing decisions, in alignment with corporate guidelines.
Serve as a backup to direct reports when necessary to ensure continuity of service and operational stability.
Design, lead, and continuously enhance the department’s Quality Assurance and Quality Control programs.
Collaborate with business leaders to calibrate standards, monitor customer interactions, and guarantee compliance and service excellence.
Analyze quality data and trends to deliver actionable insights that bolster both individual and team performance.
Oversee the development, delivery, and evaluation of departmental training programs by collaborating with internal operational leaders to identify skill gaps and align initiatives to corporate and divisional goals.
Define training objectives, utilize varied delivery methods and resources, and ensure content reflects regulatory compliance and supports continuous improvement.