Supervisor, Investigations Quality and Performance

About the role

Primarily focused on the oversight, quality assurance, and continuous improvement of desktop intelligence and claim support services, including social media intelligence, background research, public records research, and related analytical programs, ensuring adherence to client requirements, service standards, and operational expectations.

Responsibilities

• Design and deliver training programs, onboarding and developing staff.
• Provide technical guidance and mentorship.
• Ensure compliance with established procedures, client instructions, and internal quality standards.
• Lead process improvement initiatives and develop workflows and best practices related to desktop intelligence services (social media intelligence, public record research, background inquiries, and other claim-support activities).
• Support operational efficiency and high-quality outcomes.
• Conduct internal and external quality reviews.
• Prepare performance and oversight reporting, analyzing trends and opportunities for improvement.
• Support client and stakeholder communications.
• Collaborate with operational leadership to enhance service delivery.
• Participate in client meetings, strategic business reviews, training sessions, and cross-functional initiatives to support program growth, client satisfaction, and operational excellence.
• Support vendor oversight and performance management initiatives using quality audits, performance metrics, and trend analysis to drive continuous improvement.
• Foster collaborative relationships with vendor partners to enhance service delivery, promote best practices, and ensure consistent achievement of client and organizational goals.

Requirements

• Bachelor's degree.
• 5 years of relevant claims handling experience.
• Proficiency in MS Office applications and related claims and business software.

Qualifications

• 10+ years of experience in claims intelligence, investigative operations, fraud prevention, or related insurance industry disciplines (preferred).
• Experience in advanced OSINT techniques, including digital intelligence and online research methods to support claims and risk management objectives.
• Proven leadership experience managing and developing intelligence-focused teams while driving operational performance, quality outcomes, and client satisfaction.
• Expertise in training, mentoring, and presenting intelligence methodologies to operational teams, clients, and business partners.
• Experience building and overseeing quality assurance frameworks, audit programs, performance standards, and continuous improvement initiatives.
• Preferred certifications: CIFI, CFE, SCLA, or other relevant fraud, claims, intelligence, or investigative credentials.

Skills

• Strong analytical and organizational skills.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to interpret customer needs and handle tasks to conclusion.
• Ability to work independently and establish priorities.

Benefits

• Competitive compensation.
• Comprehensive benefits programs designed to support well-being.
• Career development opportunities and ongoing learning.
• A collaborative, people-first culture with accessible leadership.
• Opportunity to do meaningful work with global reach and local impact.