This Role Is For Any of Element's 18 Offices

Job Description: Quality Assurance and Training Manager

Element Risk Management 's Core Values:

• Proactive Stewardship. We manage and protect the relationships and resources entrusted to us with the utmost care.
• Confident Humility. We approach our work with self-assurance and expertise, while remaining open to learning and valuing the insights of others.
• Unshakable Integrity. We commit to honesty, transparency, and doing what is right even when faced with adversity or no one is watching.
• Continuous Improvement. We seek opportunities to enhance our skills, processes, and services while fostering a spirit of excellence, innovation, and growth.
• Relentless Perseverance. We embrace challenges with tenacity, discipline, and endurance.

Position Overview: This role is pivotal in ensuring our products/services meet the highest standards of quality, compliance, and customer satisfaction. The ideal candidate will play a key role in driving continuous improvement initiatives, support employee training, leveraging technology to optimize processes, and leading internal audits to maintain operational excellence. This position demands a blend of technical experience, leadership skills and a keen eye for detail to maintain standards of quality and customer satisfaction.

KEY RESPONSIBILITIES AND DUTIES:

At all times, the Quality Assurance and Training Manager shall:

•  Quality Oversight & Compliance
• • Works with department managers to develop QA procedures and standards
  • Ensure compliance with agency standards and process adherence, through internal audits
  • Assist in the reporting of key quality metrics and KPIs
•  Training & Development
• • Quarterback training programs across Small Business and Personal Lines teams to enhance quality awareness and best practices for new and existing employees
  • Manages and trains VAs (virtual assistants)
  • Responsibility in identifying areas for process improvement and quality issues, recommends solutions in support of a culture of continuous improvement
  • Lead cross-functional initiatives to improve operational efficiency, reduce errors, and enhance product/service quality.
  • Evaluates SOPs
• Internal Audits & Risk Management
• • Assists with planning and developing internal audits
  • Coordinate with relevant teams to address audit findings
    
    

JOB REQUIREMENTS and QUALIFICATIONS:
 
College degree or equivalent is desired.  Must be organized with demonstrated skills for effective communication both verbal and written with the ability to influence others.  Should be familiar with all operations with a thorough understanding of the agency system. 

OTHER RELEVANT REMARKS:

This position description describes the general nature and level of work performed.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.  This position description is not intended as and does not create a contract of employment between the Agency and any individual employee.  The Agency reserves the right to change this position description at any time within its sole discretion.