Senior Quality Assurance Coordinator

We are seeking a detail-oriented and highly organized Sr Quality Assurance Coordinator to support quality assurance initiatives, ensure compliance with internal standards and client requirements, and drive continuous process improvements. This role plays a critical part in maintaining operational excellence by monitoring quality performance, identifying areas for enhancement, and implementing corrective actions to support business objectives.

The ideal candidate will bring experience in flood operations, with knowledge of flood processing practices highly valued. Success in this position requires the ability to manage multiple priorities in a fast-paced environment while meeting tight deadlines and maintaining a high level of accuracy. Candidates with familiarity in SSP and lender placed insurance processes are preferred.

This is an excellent opportunity for a proactive professional who thrives in a quality-focused environment, possesses strong analytical and problem-solving skills, and is committed to delivering exceptional service and operational efficiency.

Job Duties & Responsibilities

• Review and trend quality audit results to identify performance and compliance opportunities.

• Track audit findings and missed opportunities, providing insights for coaching and improvement.

• Prepare and distribute weekly quality reporting and trend analysis.

• Participate in calibration sessions to ensure consistent quality standards.

• Partner with clients, management, and cross-functional teams to develop remediation plans.

• Support quality assurance initiatives and continuous improvement efforts.

• Maintain effective communication with clients, leadership, and internal departments.

• Serve as a resource for associates by assisting with quality and operational questions.

• Identify coaching opportunities and support associate development in partnership with management.

• Assist with onboarding and training of new associates.

• Serve as a subject matter expert and lead quality-related projects, meetings, or training sessions as needed.

• Support managers with reporting, special projects, and departmental initiatives.

• Act as a department representative and point of contact for business partners and stakeholders.

• Manage multiple priorities while meeting deadlines in a fast-paced environment.

What are the requirements needed for this position?

• A minimum of 3 years in quality assurance, preferably in Flood or Lender Placed Insurance.

• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint)

• Proven analytical skills and the ability to independently balance competing priorities, manage multiple tasks in fast-paced environments, and meet deadlines while using a conversational communication style to promote collaboration, establish rapport, and drive positive outcomes.

What other skills/experience would be helpful to have? 

• Ability to effectively assess and diffuse difficult situations and then escalate issues to appropriate leadership as needed.

• Success requires obtaining an intimate knowledge in the products and services.

• Requires the ability to deal with ambiguity and the corresponding ability to quickly provide sound decisions and recommendations with less than complete information.

• Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.

• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment.  

• High School Diploma or GED

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