More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

As the Director Quality Assurance you will play a pivotal role in ensuring the highest standards of compliance and sales performance within SelectQuote. You will lead a team responsible for leveraging speech analytics to identify and mitigate areas of risk improve sales team performance reduce points of operational friction and enhance the overall customer experience.

Supervisory Responsibilities: 

• This position has direct supervisory responsibilities. 

Essential Duties and Responsibilities: 

• Develop implement and continuously improve QA strategies frameworks and best practices for monitoring sales activities across SelectQuote’s insurance and pharmacy business.
• Establish and maintain QA processes to ensure alignment with company policies industry regulations and customer expectations.
• Utilize speech analytics tools to scale audits and to identify and mitigate areas of risk.
• Analyze performance data and trends to identify areas for improvement and implement action plans to address gaps.
• Manage a team of QA managers team leads and auditor teams to evaluate and 
• monitor the quality of sales calls customer interactions and compliance adherence across SelectQuote’s insurance and pharmacy divisions.
• Provide coaching and mentoring to the QA team to ensure professional growth and consistent performance.
• Encourage high standards of performance.  Monitor team results against divisional efficiency and accuracy goals. 
• Collaborate with sales leadership to ensure adherence to agent performance management and compensation treatment.
• Partner with the Insurance and Senior Healthcare Compliance teams to ensure the Quality Assurance teams stay abreast of new Compliance regulations and complaint trends.
• Lead QA performance reviews with our Carrier and internal partners inclusive of leading the development of all analytics and review materials across all of SelectQuote’s insurance and healthcare business units.
• Across all business units lead monthly and quarterly calibration reviews with carrier and stakeholder partners with accountability for preparing all review materials and analytics and action plans. Manages all follow-up activities with no oversight.
• Develops appropriate key proactive risk trigger reporting leveraging technology and is never caught off-guard if agent performance does not meet expectations. This person acts as the sentinel when action is needed across all business units.
• Create processes to ensure coordination between QA tech training and compliance teams across all business units.
• Monitor and mitigate regulatory and carrier risk to SelectQuote’s insurance and senior healthcare business units.
• Develop and report on regular audits to address compliance risks across SelectQuote’s insurance and senior healthcare business units.
• Partner with our insurance and healthcare sales operations and training teams to align QA processes with business objectives.
• Across all insurance and healthcare business units provide detailed reports and presentations on Quality Assurance findings trends and agent performance.  
• Act as a key resource for resolving quality or compliance-related concerns across all insurance and healthcare business units.

Skills/Abilities: 

• Exceptional leadership skills with experience managing high-performing teams and cross-functional initiatives.
• Deep and clearly demonstrable experience with voice analytics and voice AI solutions to drive risk quality management. You know more than the right buzzwords you have a track record of successful strategic planning and technology leadership and develop to apply these technologies as a business owner.
• Proven strategic planning expertise demonstrating the ability to develop and execute high-impact initiatives aligned with organization goals.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management skills.
• Strong analytical mindset with experience in performance marketing and marketing analytics.
• A visionary approach constantly pushing for innovation and leveraging emerging marketing technologies to enhance the customer experience.
• Owner Operator mentality 

Education and Experience:  

• Bachelor's degree in Business Marketing or a related field
• At least 10 years of experience in a Quality Assurance customer care or sales training is required with proven leadership and success in driving efficiency 
• At least 8 years in leadership roles of large teams preferably directly managing Auditors and driving auditor efficiency.
• At least 5 years of progressive use of voice analytics for Quality Assurance Customer Service or Customer Experience management

Physical Requirements: 

• Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.
• Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values: 

Service: We create positive customer experiences. 

Entrepreneurship: We create innovate & take risks. 

Leadership: We build & invest in high-performing teams. 

Empowerment: We embrace a changing environment. 

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.