Practice Director, Quality Assurance

Quality Assurance Practice Director

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of-a-kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

The Quality Assurance Practice Director is an operational leadership role responsible for ensuring the highest standards of file quality, workflow compliance, and service execution across HUB CNC's Commercial Lines practice. This position designs, implements, and continuously improves quality assurance programs that protect the organization from Errors & Omissions (E&O) exposure, eliminate missed expirations, reduce aged accounts receivable, and ensure all client-facing activities are completed accurately and on time.

This role partners directly with EVP, Operations, Commercial Lines Practice Leader, Client Service Directors, Client Service Managers, and the Practice Director, Strategic Operations to drive accountability, uphold established workflows, and elevate the overall standard of service delivery across all CNC offices and verticals.

File Quality, Compliance & E&O Prevention

• Establishes and enforces file quality standards across all Commercial Lines verticals, ensuring documentation, forms, applications, and policy records meet or exceed organizational and carrier requirements.
• Develops and manages a structured peer audit program to proactively identify E&O exposure, documentation gaps, and workflow non-compliance before issues escalate.
• Conducts regular file reviews and spot-checks across teams, providing detailed findings and corrective action plans to Client Service Directors and Client Service Managers.
• Tracks and reports on audit results, identifying systemic trends and recommending process improvements.
• Analyzes audit data to identify high-risk accounts, teams, or process areas, and collaborates with leadership to implement targeted corrective actions.
• Serves as a subject matter resource on E&O prevention best practices, contributing to training content and organizational awareness.
• Monitors open activity queues to ensure service staff are managing tasks within expected timeframes and in accordance with established workflows.
• Implements zero-tolerance protocols for missed expirations, including early-warning reporting, escalation paths, and root cause analysis for any lapses.
• Partners with Client Service Directors and Client Service Managers to remediate workload imbalances or process breakdowns that contribute to missed deadlines.
• Monitors aged accounts receivable across all verticals, partnering with Client Service Directors and finance to drive balances to zero or near-zero.
• Establishes reporting cadences and escalation triggers for overdue balances, ensuring accountability at the account manager level.
• Identifies root causes of AR aging including invoicing delays, client disputes, and workflow gaps and works cross-functionally to resolve.

Workflow Accountability & Continuous Improvement

• Ensures service staff adhere to established workflows, task lists, and role-specific responsibilities across account management positions.
• Works closely with operational leadership to align quality assurance standards with broader organizational objectives.
• Provides structured feedback and quality metrics to inform the development of individualized training plans for underperforming staff.
• Partners with Client Service Directors to embed quality expectations into team routines, including huddles, one-on-ones, and performance reviews.
• Collaborates with the Practice Director, Operational Excellence to leverage the HUB Angel program for desk remediation initiatives and problem identification.
• Prioritizes and triages desks requiring remediation based on risk exposure, client impact, and audit findings; tracks remediation progress and ensures issues are resolved to standard before transitioning accounts back to regular service workflows.
• Develops and maintains QA dashboards and scorecards that provide leadership with visibility into file quality, audit pass rates, expiration compliance, and AR aging.
• Presents findings and recommendations to the Practice Leader and senior leadership on a regular cadence.
• Drives a culture of continuous improvement by identifying recurring issues and championing process, technology, or training solutions.
• Performs other duties and projects as assigned.

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.

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.

Knowledge / Skills / Abilities

• Deep understanding of commercial lines workflows, renewal processes, policy checking, and agency management systems.
• Proven ability to design and implement audit programs, quality frameworks, and compliance monitoring systems.
• Strong analytical skills with experience building reports, scorecards, and dashboards from operational data.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Ability to effectively work with a team and coach others in developing their skills and abilities.
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
• Business profitability acumen; understands the financial drivers of the brokerage and applies that lens to file quality, compliance, and retention outcomes.

Leadership Capabilities

• Develops strategies to address complex challenges.
• Develops talent, a continuous learning environment, and high performing teams.
• Instills a business-oriented mindset to guide HUB's agenda.
• Considers a broader and diverse perspective when developing plans to improve organizational performance.
• Implements strategies to foster agility and adjusts plans and objectives.
• Creates a collaborative environment both within and across teams.
• Communicates complex messages clearly, credibly, and with empathy.

Working Conditions and Physical Demands

• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone; Must be able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Throughout our network of more than 450 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees, and provide continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs, yet evolves as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.

HUB International Limited is an equal opportunity and