Sr Manager - Quality Audit
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What you'll do
- Manage and lead a team of 12–15 quality auditors, including performance management, coaching, and day-to-day supervision.
- Own audit quality and consistency across the team, ensuring adherence to defined quality frameworks and standards.
- Run and participate in calibration sessions to align auditor scoring and reduce subjectivity in defect identification.
- Review audit and defect trend data to identify root causes and drive corrective action plans.
- Act as the primary point of contact for client-facing quality discussions, including reviews, escalations, and reporting.
- Partner with Operations and Process Excellence to translate quality findings into process improvement actions.
- Maintain and report on quality metrics, dashboards, and audit coverage to leadership and clients.
- Support the ongoing maturity uplift of the quality framework, including rollout of updated audit methodologies.
What they're looking for
- Consistent, well-calibrated audit output across the auditor team.
- Strong, proactive client relationships on quality, with issues surfaced and resolved before escalation.
- Clear linkage between internal quality data and client-reported outcomes.
- A stable, well-managed auditor team with low attrition and clear development paths.
- Proven experience managing a team of 10+ in a quality, audit, or transactional operations environment.
- Strong working knowledge of quality frameworks, audit methodologies, and calibration practices.
- Demonstrated experience handling client interaction and quality reviews with external stakeholders.
- Strong data orientation — comfortable working with audit data, defect trends, and reporting tools.
- Insurance or financial services operations background preferred.
- Strong communication and stakeholder management skills, with the ability to operate independently.
Nice to have
- Insurance or financial services operations background preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
WHO WE ARE:
Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.
WHO YOU ARE:
The Quality Manager owns the day-to-day leadership of the Transactional Quality function, managing a
team of 12–15 quality auditors responsible for audit execution, defect identification, and quality reporting
across Global Operations. The role combines people management with hands-on quality leadership,
including calibration, audit standard consistency, and direct client interaction on quality matters. This is a
backfill for a current team member moving into a different role.
WHAT YOU’LL DO:
- Manage and lead a team of 12–15 quality auditors, including performance management, coaching, and day-to-day supervision.
- Own audit quality and consistency across the team, ensuring adherence to defined quality frameworks and standards.
- Run and participate in calibration sessions to align auditor scoring and reduce subjectivity in defect identification.
- Review audit and defect trend data to identify root causes and drive corrective action plans.
- Act as the primary point of contact for client-facing quality discussions, including reviews, escalations, and reporting.
- Partner with Operations and Process Excellence to translate quality findings into process improvement actions.
- Maintain and report on quality metrics, dashboards, and audit coverage to leadership and clients.
- Support the ongoing maturity uplift of the quality framework, including rollout of updated audit methodologies.
WHAT YOU'LL NEED?
- Consistent, well-calibrated audit output across the auditor team.
- Strong, proactive client relationships on quality, with issues surfaced and resolved before escalation.
- Clear linkage between internal quality data and client-reported outcomes.
- A stable, well-managed auditor team with low attrition and clear development paths.
- Proven experience managing a team of 10+ in a quality, audit, or transactional operations environment.
- Strong working knowledge of quality frameworks, audit methodologies, and calibration practices.
- Demonstrated experience handling client interaction and quality reviews with external stakeholders.
- Strong data orientation — comfortable working with audit data, defect trends, and reporting tools.
- Insurance or financial services operations background preferred.
- Strong communication and stakeholder management skills, with the ability to operate independently.
Company
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