Director, Operations Quality Assurance

The Director, Operations Quality Assurance is responsible for establishing and executing enterprise-wide quality assurance strategy, governance, and operations across all operationally supported products. This role builds upon and unifies quality programs into a cohesive, scalable enterprise framework that ensures consistent execution, regulatory compliance, and client satisfaction.

The Director provides leadership over audit programs, quality standards, reporting, and procedural governance, while ensuring alignment between strategy and day-to-day operational execution. This role operates with significant autonomy to identify complex risks and opportunities, drive cross-functional solutions, and influence policies, systems, and practices across Allied Solutions. Additionally, the Director oversees supplier relationships, budget performance, and external stakeholder engagement to support long-term sustainability and operational excellence.

Job Duties and Responsibilities:

Quality Assurance Strategy, Governance, & Operational Enablement – 30%

Defines and governs enterprise quality assurance strategy, standards, and operating frameworks while ensuring effective enablement, execution, and sustainability across the organization. This includes ownership of QA procedures, systems, and tools, as well as accountability for translating quality insights into cross-functional improvements. Partners with internal and external stakeholders, including operations leadership, clients, and vendors, to ensure quality standards are effectively implemented, maintained, and continuously enhanced across all supported business areas.

• Establishes and evolves enterprise QA strategy and governance frameworks.
• Ensures alignment of quality standards with regulatory requirements, client expectations, and business objectives.
• Partners with cross-functional leaders to embed QA standards into operations.
• Develops and manages QA budgets, ensuring alignment with strategic priorities and cost efficiency.
• Establishes and evolves enterprise QA strategy, governance frameworks, and quality standards aligned to regulatory, client, and business requirements.
• Ensures quality standards, audit criteria, and procedures are consistently applied across business units and products.
• Oversees development, maintenance, and governance of quality procedures, ensuring alignment with operational processes and training materials.
• Owns QA systems, tools, and technology strategy, including identification of new and evolving technology capabilities that can be leveraged in 1st line (business unit) or 2nd line (QA) quality management.
• Partners with internal stakeholders (Operations, Operational Risk, Compliance, Technology, Training) and external stakeholders (clients and suppliers) to align quality expectations and drive performance outcomes.

Leadership and Employee Performance – 30%

Provides leadership and direction for QA teams, ensuring effective performance management, employee development, and organizational capability. Builds a high-performing team environment focused on accountability, continuous improvement, and quality excellence.

• Leads and develops QA leadership team, including managers and supervisors.
• Oversees employee performance management, coaching, and development processes.
• Ensures alignment of team goals with enterprise quality objectives.
• Identifies skill gaps and provides critical input into training needs and employee development initiatives.
• Promotes a culture of accountability, quality ownership, and continuous improvement.
• Ensures compliance with HR policies related to hiring, evaluation, and employee relations.
• Leads workforce planning, staffing strategies, and capacity modeling across QA functions.
• Oversees development of scalable QA capabilities, frameworks, and talent pipelines.
• Builds leadership bench, drives performance management, and ensures organizational effectiveness.

Audit Oversight and Execution – 25%

Provides enterprise oversight of quality assurance audit programs to ensure consistent, fair, and effective evaluation of operational performance across all supported business units. Establishes audit standards, methodologies, and governance to ensure alignment with regulatory requirements, client expectations, and internal quality objectives.

• Directs enterprise audit programs, including methodology, scope, and execution standards.
• Ensures audits are performed consistently across departments, products, and teams.
• Oversees quality control programs designed to maintain high service and performance standards.
• Establishes governance for audit scoring, calibration, and interpretation consistency.
• Ensures audit findings are communicated effectively and drive corrective actions.

Trend Analysis and Reporting – 15%

Leads enterprise-level analysis and reporting of quality performance to identify trends, risks, and opportunities. Translates audit data into actionable insights that drive operational improvements, inform leadership decisions, and enhance client outcomes.

• Oversees development and delivery of standardized quality reporting and dashboards.
• Analyzes audit results to identify trends, root causes, and systemic issues impacting performance.
• Ensures audit data is aggregated and leveraged to drive continuous improvement initiatives.
• Communicates key insights, risks, and opportunities to senior leadership and stakeholders.
• Identifies and solves complex organizational challenges with limited direction.
• Drives adoption of data-driven decision-making across operations.

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor’s degree or equivalent combination of education and experience.
• 8-10 years of work-related experience.
• 8-10 years of leadership experience.
• Experience in Enterprise Risk Management, Compliance, Quality Assurance, or Operational roles within the financial services and/or insurance sectors.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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