Associate Director - Operations Quality Assurance

WHO YOU ARE:
The Associate Director of Operations Quality Assurance provides strategic leadership and operational direction to the Quality Specialist and Quality Analyst teams, ensuring that all life insurance, annuity processing, and QA programs meet the highest standards of accuracy, compliance, and efficiency. This role leverages analytics to monitor performance, identify trends, and drive continuous improvement. The Associate Director will partner with Operations, Customer Success and Transformations teams to strengthen quality, optimize workflows, and enhance customer outcomes through data-informed decision-making.

WHAT YOU'LL DO:
Strategic Leadership & Team Management

• Lead, mentor, and develop the Quality Specialist and QA Analyst teams, fostering collaboration, professional growth, and a data-first mindset.
• Define departmental goals, KPIs, and performance standards based on measurable quality, efficiency, and compliance metrics.
• Use data to allocate resources effectively, forecast needs, and meet service-level agreements.
• Build cross-functional relationships with senior leaders to ensure alignment on quality priorities and data strategies.

Data-Driven Quality Oversight for Life & Annuity Operations

• Oversee review and verification of life insurance and annuity transactions using statistical sampling, error tracking, and data analytics tools.
• Monitor operational performance through dashboards and reports, using data to proactively detect issues before they escalate.
• Use operational data to identify bottlenecks, streamline workflows, and close process gaps.
• Track impact of process changes through pre- and post-implementation metrics.

QA Audit, Reporting, & Calibration

• Direct internal and external audits, error reporting, and performance programs with a focus on measurable outcomes.
• Analyze error trends, identify root causes using data insights, and ensure timely corrective actions.
• Help managers lead weekly calibration sessions supported by quantitative findings and actionable metrics, and maintain QA checklists to ensure updates are in alignment with evolving client requirements.

Stakeholder & Client Engagement

• Present quality metrics, trends, and improvement plans to leadership and client stakeholders with clear visualizations and data narratives.
• Provide actionable insights from QA and operational data to support strategic client discussions.
• Coordinate cross-functional working groups to share best practices and replicate data-backed process improvements.

WHAT YOU'LL NEED

• Bachelor's degree in Business, Finance, Insurance, Quality Management, or related field; advanced degree preferred.
• 10+ years of progressive experience in quality assurance, operations management, or process improvement, with at least 5 years in a leadership role.
• Proven expertise in life insurance and annuity products, policy administration, and backend operations.
• Strong knowledge of quality management frameworks, audit practices, and regulatory compliance requirements.
• Demonstrated ability to lead multi-disciplinary teams in a fast-paced, high-volume, data-driven environment.
• Advanced data analysis skills, including experience with QA metrics, dashboards, and data visualization tools.
• Exceptional analytical, problem-solving, and decision-making abilities grounded in data insights.
• Excellent communication, presentation, and stakeholder engagement skills.

WHAT'S IN IT FOR YOU?

At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability

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