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Sales and Service Quality Lead

Sales and Service Quality Lead

US-SD-Sioux Falls
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The Sales and Service Quality Lead assists with coordinating and scheduling the day-to-day activities of the Sales and Service Audit team to meet operational and performance standards. The Quality Lead reviews the work of auditors to ensure compliance with established auditing and evaluation guidelines. The role is responsible for handling and resolving escalated and complex issues. The Quality Lead will serve as a mentor and provide assistance to team members.


  • Reviews and conducts required auditing to help team achieve established auditing goals.
  • Ensures audits conducted by other team members are consistent and meet quality standards; provides mentoring and technical assistance to other QA Analysts.
  • Responds to complex compliance questions and audit disputes.
  • Identifies areas to improve operations and processes; recommends solutions to leadership, Operations and trainers to develop or improve training procedures.
  • Analyzes data in order to prepare reports and documents concerning departmental activities.
  • Works closely with various departments: Sales and Service Operations, Product Management, Compliance and Underwriting, etc. to ensure processes comply with state specific guidelines
  • Maintains documentation on auditing procedures and guidelines.
  • Independently prepares, conducts, analyzes, reports and follows up on audits of work, customer input and business metrics.
  • Provides management/supervisors with individual quality trends.
  • Assists with Quality Auditor duties as needed in order to ensure appropriate coverage; responsibilities may include but are not limited to completing audits and handling customer calls
  • Assists with the preparation and implementation of new quality initiatives; Recommends revisions to existing quality evaluation forms and processes.
  • Monitors auditing and evaluation volumes to ensure all required evaluations are being completed



  • Detail-oriented with strong organizational skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently.
  • Demonstrated ability to interface effectively with both internal and external customers.
  • Demonstrated ability to work effectively under pressure and within a collaborative team oriented environment using sound judgment in decision-making.
  • Excellent communication skills both oral and written with strong analytical skills.
  • Demonstrated proficiency with Microsoft Office products (Excel, PowerPoint, and Word).
  • Demonstrated knowledge of property and casualty insurance terminology.
  • Comprehensive knowledge of product and underwriting guidelines within insurance industry.
  • Ability to effectively mentor and coach other team members as needed.
  • Ability to travel 5% of the time or as needed.


Experience / Education: 

  • High school diploma or equivalent education required
  • Associate’s degree preferred
  • 3-4 years of service, sales, auto insurance underwriting or quality assurance experience required
  • Personal lines or P&C license holder preferred

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