Quality Assurance Team Lead

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead, mentor, and develop a team of Quality Assurance Auditors and Evaluators.

• Design and uphold the audit plan across essential insurance processes.

• Supervise audit execution and analyze results for trends and root causes.

• Conduct QA calibration sessions and validate scoring methodologies.

• Monitor individual QA performance and coordinate corrective actions as needed.

• Collaborate with Operations on corrective and preventive measures for recurring quality issues.

• Partner with Learning & Development to deliver and reinforce training programs.

• Provide weekly and monthly quality updates, along with formal quarterly reports to leadership.

• Maintain QA documentation, including audit forms, scorecards, evaluation criteria, and SOPs.

• Manage team schedules, attendance, and workload efficiently.

• Act as the primary liaison between the QA team and U.S.-based leadership, escalating risks and promoting accountability.

⛳️ Requirements

• A Bachelor's degree in Business, Insurance, or a related field.

• Over 3 years of experience in Quality Assurance, auditing, or insurance operations, including a background in leading or mentoring a team.

• Strong knowledge of insurance operations, compliance, and QA methodologies — including scorecards, calibration, and evaluations.

• Exceptional written and verbal English communication skills for reporting to stakeholders based in the U.S.

• Proven ability to provide constructive feedback that enhances performance improvement.

• Proficient in Excel and PowerPoint, and comfortable using QA or reporting dashboards.

• Experience working collaboratively across time zones with distributed, cross-cultural teams.

• Familiarity with U.S. insurance claims, underwriting, or policy administration.

• Knowledge of root-cause analysis and continuous improvement frameworks.

• Experience managing offshore or distributed QA teams.

• Familiarity with QMS (Quality Management System) platforms.

• Knowledge of AI-driven QA platforms, such as automated scoring and speech/conversation analytics.

• Comfortable utilizing AI tools in daily tasks to automate routine activities and enhance productivity.

• A quiet workspace and an internet connection of at least 30 Mbps download and 10 Mbps upload.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and a supportive work environment.