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About the Role

The Quality Assurance Practice Director is an operational leadership role responsible for ensuring the highest standards of file quality, workflow compliance, and service execution across HUB CNC’s Commercial Lines practice. This position designs, implements, and continuously improves quality assurance programs that protect the organization from Errors & Omissions (E&O) exposure, eliminate missed expirations, reduce aged accounts receivable, and ensure all client-facing activities are completed accurately and on time.

Responsibilities

Establishes and enforces file quality standards across all Commercial Lines verticals, ensuring documentation, forms, applications, and policy records meet or exceed organizational and carrier requirements.
Develops and manages a structured peer audit program to proactively identify E&O exposure, documentation gaps, and workflow non-compliance.
Conducts regular file reviews and spot-checks across teams, providing detailed findings and corrective action plans.
Tracks and reports on audit results, identifying systemic trends and recommending process improvements.
Analyzes audit data to identify high-risk accounts, teams, or process areas, and collaborates with leadership to implement targeted corrective actions.
Serves as a subject matter resource on E&O prevention best practices, contributing to training content and organizational awareness.
Monitors open activity queues to ensure service staff are managing tasks within expected timeframes and in accordance with established workflows.
Implements zero-tolerance protocols for missed expirations, including early-warning reporting, escalation paths, and root cause analysis.
Partners with Client Service Directors and Client Service Managers to remediate workload imbalances or process breakdowns that contribute to missed deadlines.
Monitors aged accounts receivable across all verticals, partnering with Client Service Directors and finance to drive balances to zero or near-zero.
Establishes reporting cadences and escalation triggers for overdue balances, ensuring accountability at the account manager level.
Identifies root causes of AR aging — including invoicing delays, client disputes, and workflow gaps — and works cross-functionally to resolve.
Ensures service staff adhere to established workflows, task lists, and role-specific responsibilities across account management positions.
Works closely with operational leadership to align quality assurance standards with broader organizational objectives.
Provides structured feedback and quality metrics to inform the development of individualized training plans for underperforming staff.
Partners with Client Service Directors to embed quality expectations into team routines, including huddles, one-on-ones, and performance reviews.
Collaborates with the Practice Director, Operational Excellence to leverage the HUB Angel program for desk remediation initiatives and problem identification.
Prioritizes and triages desks requiring remediation based on risk exposure, client impact, and audit findings; tracks remediation progress and ensures issues are resolved to standard before transitioning accounts back to regular service workflows.
Develops and maintains QA dashboards and scorecards that provide leadership with visibility into file quality, audit pass rates, expiration compliance, and AR aging.
Presents findings and recommendations to the Practice Leader and senior leadership on a regular cadence.
Drives a culture of continuous improvement by identifying recurring issues and championing process, technology, or training solutions.
Performs other duties and projects as assigned.

Requirements

Minimum of 7 years of commercial insurance operations experience, with at least 3 years in a quality assurance, compliance, or audit-focused role.
Property & Casualty License required.

Skills

Deep understanding of commercial lines workflows, renewal processes, policy checking, and agency management systems.
Proven ability to design and implement audit programs, quality frameworks, and compliance monitoring systems.
Strong analytical skills with experience building reports, scorecards, and dashboards from operational data.
Ability to effectively and professionally communicate orally and in writing with internal and external customers.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Confidence and demeanor to effectively interact with all levels within the organization.
Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
Ability to effectively work with a team and coach others in developing their skills and abilities.
Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
Business profitability acumen; understands the financial drivers of the brokerage and applies that lens to file quality, compliance, and retention outcomes.
Develops strategies to address complex challenges.
Develops talent, a continuous learning environment, and high performing teams.
Instills a business-oriented mindset to guide HUB’s agenda.
Considers a broader and diverse perspective when developing plans to improve organizational performance.
Implements strategies to foster agility and adjusts plans and objectives.
Creates a collaborative environment both within and across teams.
Communicates complex messages clearly, credibly, and with empathy.

Location

North America

Work Type

Full-time

Experience Level

7-10 years of relevant experience

Education Level

High School Diploma / GED required; college degree strongly preferred.

Salary/Compensations

$150,000 - $170,000k

Benefits

Health/dental/vision/life/disability insurance
FSA, HSA and 401(k) accounts
Paid-time-off benefits
Eligible bonuses, equity and commissions for some positions

About the Company

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected.
As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control.
Our growing team of professionals across North America represents a broad, deep and one-of -a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.
Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services.
From offices located throughout North America, HUB's vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions.
For more information, please visit hubinternational.com.

Equal Opportunity

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.
The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
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