Strategic Leadership & Program Ownership

• Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business.
• Serve as the single accountable Quality leader for AirCover.
• Establish and optimize operating models and frameworks that are COPC-aligned.
• Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.

Measurement & Quality Execution

• Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally, ensuring consistent application of QA processes and frameworks.
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching.
• Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
• Ensure evaluations close with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time.

Insights, Reporting & Stakeholder Partnership

• Build and maintain the executive escalation quality framework; ensure high-severity AirCover cases are evaluated.
• Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.
• Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness.

AI, AutoQA & Technology Enablement

• Establish automated KPI reporting, eliminating manual processes.
• Drive AutoQA adoption, with particular focus on the attributes unique to AirCover interactions.
• Champion AI and analytics tools for Specialty insight generation and reporting.

People & Culture Leadership

• Stabilize the AirCover quality team; a globally distributed team.
• Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing.
• Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement.
• Partner closely with peers to ensure one consistent quality voice across the portfolio.
• Build a trusted partnership with AirCover operational leadership to ensure consistent alignment and to address emerging issues.

Your Expertise:

• 10+ years in Customer Support, Quality Assurance, or Operations, with demonstrated experience leading quality programs in back-office, insurance claims, or financial services.
• 5+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization.
• Bachelor's Degree, preferably in related field required; MBA or Masters preferred.
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments.
• Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
• Proven ability to build trusted relationships with operational stakeholders.
• Comfortable operating in ambiguous environments.
• Strong analytical skills; able to derive insight from QA data, build defensible narratives for operational leadership, and distinguish agent-level issues from systemic failures.
• Preferred COPC certification; Six Sigma Green or Black Belt.
• Experience with Observe.AI.
• Background in program management, change management, or organizational design within a high-growth tech environment.
• Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies).
• Direct experience with insurance claims quality, or AirCover-equivalent protection product environments, including accuracy-based evaluation design and defensibility standards.

How We'll Take Care of You:

• Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• The base pay range shown below is annualized, is subject to change and may be modified in the future.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Canada Annual Pay Range $128,000 — $160,000 CAD.