Practice Director, Quality Assurance

About the role

HUB advises businesses and individuals on preparing for the unexpected. As one of the world's largest insurance brokers, our focus is on providing peace of mind through tailored insurance solutions and unrelenting advocacy.

Responsibilities

• Establishes and enforces file quality standards across all Commercial Lines verticals.
• Develops and manages a structured peer audit program to proactively identify E&O exposure, documentation gaps, and workflow non-compliance.
• Conducts regular file reviews and spot-checks, providing detailed findings and corrective action plans.
• Monitors open activity queues to ensure service staff manage tasks within expected timeframes and in accordance with established workflows.
• Maintains reporting cadences and escalates overdue balances to drive them to zero or near-zero.
• Collaborates with Client Service Directors and finance to drive balances to zero or near-zero.
• Identifies root causes of AR aging and works cross-functionally to resolve.
• Ensures service staff adhere to established workflows, task lists, and role-specific responsibilities.
• Provides structured feedback and quality metrics to inform the development of individualized training plans for underperforming staff.
• Prioritizes and triages desks requiring remediation based on risk exposure, client impact, and audit findings.
• Drives a culture of continuous improvement by identifying recurring issues and championing process, technology, or training solutions.
• Performs other duties and projects as assigned.

Qualifications

• High School Diploma / GED required; college degree strongly preferred.
• Minimum of 7 years of commercial insurance operations experience, with at least 3 years in a quality assurance, compliance, or audit-focused role.
• Property & Casualty License required.

Key Performance Indicators

• Audit Program Completion Rate: Percentage of scheduled peer audits completed on time per quarter.
• File Quality Audit Pass Rate: Percentage of files meeting or exceeding quality standards across all reviewed accounts.
• Missed Expiration Rate: Number of missed expirations per review period, with a target of zero.
• Aged AR Reduction: Percentage reduction in overdue balances across all verticals per quarter.
• E&O Incidents: Number of confirmed E&O claims or near-miss events occurring within the review period, with a target trending toward zero quarter-over-quarter.

Benefits

Comprehensive benefit and total compensation packages including health/dental/vision/life/disability insurance, FSA, HSA, 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity, and commissions for some positions.

Pay

The expected salary range for this position is $120,000 - $170,000k depending on geographical location and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level.

Schedule

No travel required.