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About the Role

As the Quality & Training Lead, you will be a trusted leader in advancing underwriting quality, training effectiveness, and operational excellence. You will identify trends, champion continuous improvement, and develop learning solutions to empower teams and drive success.

Responsibilities

• Lead QA and training programs, applying quality frameworks and driving learning solutions to improve underwriting consistency, ensure compliance, and address performance trends.
• Ensure timely updates of QA practices and reporting in response to underwriting, regulatory, and industry changes.
• Build partnerships and communicate effectively across all organizational levels, translating quality and training insights into clear recommendations.
• Design, implement, and maintain role-specific training programs aligned with underwriting quality standards, business objectives, and operational needs.
• Use quality insights, audit findings, and business trends to identify development opportunities and implement targeted learning and coaching solutions.
• Collaborate with underwriting leaders and business partners to support process improvements, operational readiness, system implementations, and procedural changes.
• Champion a culture of continuous improvement by promoting knowledge sharing, evaluating tools and technologies, and recommending enhancements.
• Develop dashboards, reports, and performance metrics that provide actionable insights and support quality and operational improvement initiatives.
• Serve as the custodian of all underwriting documentation, managing content, organization, version control, and distribution of manuals, guidelines, and training materials.
• Partner with project teams to lead QA change management activities, ensuring training, documentation, and readiness efforts support successful implementation of process and system changes.
• Provide hands-on support during peak workloads, complex scenarios, or staffing shortages to maintain service levels and operational effectiveness.

Requirements

• Strong verbal and written communication skills.
• Strong interpersonal, supervisory, and customer service skills.
• Intermediate knowledge of Word, Excel, and Outlook; advanced knowledge of PowerPoint.
• Ability to work independently with minimum supervision, set priorities, and demonstrate excellent project management skills.
• Ability to communicate effectively in visual, oral, and written form.
• Ability to work effectively and collaborate with diverse groups of people in a corporate environment.
• Ability to work in a fast-paced and creative environment.
• 7+ years of progressive experience in quality assurance, training, compliance, process improvement, or related operations.
• 5+ years of experience leading quality assurance and training functions, including team development, quality programs, audits, assessments, and process improvement initiatives.
• Ability to manage competing priorities, lead cross-functional work, and influence stakeholders.
• Strong written, verbal, presentation, and interpersonal communication skills.
• Advanced proficiency in Excel and PowerPoint with the ability to analyze performance data, identify trends, develop dashboards and reports, and translate findings into actionable recommendations.
• Experience with quality, audit, reporting, and learning systems preferred.
• Knowledge of underwriting operations, risk assessment, regulatory requirements, and QA practices preferred.
• Certifications such as ASQ CQA, Six Sigma Green/Black Belt, ISO 9001, or similar are preferred.
• Professional certification in instructional design or training delivery, such as ATD CPTD, is preferred.
• Experience with e-learning platforms, instructional design tools, and digital training solutions is preferred.
• Ability to speak, hear, and use a personal computer for standard business functions and sit for long periods of time.

Skills

• Quality Assurance
• Training Program Development
• Operational Excellence
• Continuous Improvement
• Learning Solutions
• Underwriting Quality
• Compliance
• Performance Trends Analysis
• Stakeholder Communication
• Project Management
• Data Analysis
• Reporting
• Documentation Management
• Change Management
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint

Location

• Remote

Work Type

• Fully Remote
• Full-time

Experience Level

• 7+ years of progressive experience in quality assurance, training, compliance, process improvement, or related operations
• 5+ years of experience leading quality assurance and training functions

Education Level

• Bachelor’s degree in business, risk management, quality management, or related field, or equivalent experience.

Benefits

• Comprehensive medical, dental, vision, group life, AD&D, and dependent life insurance coverage
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) with a generous annual HSA employer contribution
• A 401(k) retirement plan with employer matching contributions up to 6%
• Pension plan that begins vesting at 5 years of employment
• Ongoing training and professional development opportunities sponsored by TWIA
• Support to obtain professional certifications
• Tuition reimbursement program
• Generous paid time off, including vacation, sick leave, paid holidays, and personal days
• Flexible scheduling to support work-life balance

About the Company

• The Texas Windstorm Insurance Association (TWIA) offers a comprehensive and competitive benefits package designed to support both professional success and personal well-being.
• TWIA fosters a collaborative and mission-driven work environment where employees are valued, supported, and encouraged to grow.
• Teams work closely across departments, promoting transparency, innovation, and a shared commitment to serving policyholders and communities.