Quality Team Leader, North America

About the Role

We are seeking a motivated and people-focused Quality Team Leader to lead a team of Quality Specialists within Transversal Claims Operations. This role drives team performance, ensures quality standards are met, resolves customer escalations and complaints fairly and compliantly, and delivers excellent customer outcomes. As a frontline leader, you will coach and develop employees, manage escalations, monitor operational performance, and partner with cross-functional teams to identify trends and drive continuous improvement.

Candidates must reside in Virginia, Florida, Georgia, Maryland, North Carolina, or Texas. Occasional travel to our Virginia home office may be required for meetings and team events.

Responsibilities

• Lead, coach, and develop a team of Quality Specialists.
• Analyze quality, complaint, and performance data to identify opportunities for improvement.
• Support process improvements, operational initiatives, and change management activities.
• Conduct performance reviews, one-on-one meetings, and coaching sessions.
• Monitor productivity, quality, and service levels to achieve team goals.
• Manage workload distribution and support operational efficiency.
• Serve as the escalation point for complex or high-risk customer escalations, concerns, and complaints.
• Oversee quality checks and assurance across the team's work to ensure accuracy, consistency, and adherence to standards.
• Ensure quality checks and complaint handling meet regulatory requirements and company standards.
• Collaborate with Claims, Quality, Compliance, Legal, and Customer Experience teams to resolve issues and improve outcomes.
• Ensure functional rule application locally and support audit processes and closing findings as required.
• Engage directly with customers and partners to resolve concerns and strengthen relationships.
• Work effectively in an environment shaped by AI, machine learning, data analytics, and cloud-based tools, using insights responsibly with our standards of data governance, security, and ethical use.

Requirements

• Associate's degree or equivalent combination of education and experience.
• 3+ years of experience in quality assurance, complaints handling, claims, insurance operations, or a related field.
• Previous leadership, supervisory, or team lead experience preferred.
• Strong understanding of quality assurance, complaint resolution, and regulatory requirements.
• Proven coaching and employee development skills.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Strong analytical and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and operational reporting tools.

Pay

Annualized base pay is $51,930 - $76,131 USD. Actual base pay may vary based on relevant experience, qualifications, internal equity of peers, and geographic location. Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance.

Benefits

• Comprehensive benefits package including health, dental, and vision insurance.
• Retirement savings plans.
• Paid time off and other employee programs.
• Work Well programs for health and wellbeing, offering flexibility for a better work-life balance.
• Large variety of courses and targeted development programs for personal and professional growth.
• Global environment encouraging international mobility and career progression.