Manager, Quality, AirCover

Responsibilities

• Own and execute the AirCover quality strategy and serve as the accountable Quality leader.
• Establish and optimize COPC-aligned operating models and frameworks.
• Represent quality in business and executive reviews, surfacing emerging risks.
• Oversee QA evaluation execution across internal teams and global BPO partner sites.
• Lead root cause analysis and translate findings into product, process, and policy recommendations.
• Define sampling, alignment thresholds, root-cause reviews, and evaluator remediation processes.
• Ensure evaluations result in documented coaching actions and track performance improvement.
• Build and maintain executive escalation quality frameworks for high-severity cases.
• Implement NPS and predictive NPS detractor analysis.
• Build partner QA performance scorecards covering calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
• Automate KPI reporting and drive AutoQA adoption.
• Champion AI and analytics tools for insight generation and reporting.
• Lead and stabilize a globally distributed quality team, fostering shared practices and accountability.
• Partner with operational leadership and peers to maintain alignment and a consistent quality approach.

Requirements

• 10+ years of experience in customer support, quality assurance, or operations, including quality programs in back-office, insurance claims, or financial-services environments.
• 5+ years managing quality teams, including Quality Analysts or Quality Leads in global, partner-based support organizations.
• Bachelor's degree in a related field.
• Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, and Lean.
• Experience with QA tooling, including form design, calibration management, and AutoQA deployment.
• Strong stakeholder relationship-building, analytical, and narrative-development skills.
• Ability to distinguish agent-level issues from systemic failures and operate effectively in ambiguity.

Preferred Qualifications

• COPC certification.
• Six Sigma Green Belt or Black Belt.
• Experience with Observe.AI.
• Program management, change management, or organizational design experience in a high-growth technology environment.
• Experience with BPO or vendor governance at scale across multiple sites and geographies.
• Experience with insurance claims quality or comparable protection-product environments, including accuracy-based evaluation and defensibility standards.

Compensation

• Annual base pay range: $128,000–$160,000 CAD.
• May also be eligible for bonus, equity, benefits, and Employee Travel Credits.