Quality and Training Lead

Job Description

Job Description

Join a role where you can make a lasting impact on both people and performance. As the Quality & Training Lead , you'll serve as a trusted leader in advancing underwriting quality, training effectiveness, and operational excellence. By identifying trends, championing continuous improvement initiatives, and developing learning solutions that drive success, you'll help empower teams to deliver exceptional results while contributing to the organization's long-term growth.

ESSENTIAL FUNCTIONS:

THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. HOWEVER, THIS JOB DESCRIPTION DOES NOT PRECLUDE THE PERFORMANCE OF OTHER DUTIES BY THE INCUMBENT. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED:

1. Team Leadership and Quality Management:

• Quality Assurance & Capability Development: Lead execution of QA and training programs by applying quality frameworks and driving learning solutions that improve underwriting consistency, ensure compliance, and address performance trends identified through quality reviews.
•   Quality Standards Alignment:   Ensure timely updates of QA practices and reporting in response to underwriting, regulatory, and industry changes.
• Stakeholder Communication & Influence: Build strong partnerships and communicate effectively across all levels of the organization, translating quality and training insights into clear recommendations, driving alignment, and supporting informed decision-making. 

1. Capability Development & Continuous Improvement:

• Training Strategy & Curriculum Development:  Design, implement, and maintain role-specific training programs aligned with underwriting quality standards, business objectives, and operational needs. 
• Data-Driven Performance Enhancement: Use quality insights, audit findings, and business trends to identify development opportunities, implement targeted learning and coaching solutions, and improve individual, team, and operational performance. 
• Cross-Functional Partnership: Collaborate with underwriting leaders and business partners to support process improvements, operational readiness, system implementations, and procedural changes. 
• Continuous Improvement & Innovation:  Champion a culture of continuous improvement by promoting knowledge sharing, evaluating tools and technologies, and recommending enhancements that improve quality, efficiency, and effectiveness.

1. Reporting, Documentation & Governance:

• Performance Analytics & Reporting: Develop dashboards, reports, and performance metrics that provide actionable insights, identify trends, and support quality and operational improvement initiatives. 
• Documentation, Compliance & Records Management: Serve as the custodian of all underwriting documentation, responsible for content management, organization, version control, maintenance, and distribution of underwriting manuals, guidelines, training materials, quality and audit documentation, procedural records, and knowledge management resources to ensure regulatory compliance, operational consistency, and accessibility of critical underwriting information.

1. Operational Support & Change Enablement:

• Change Management & Readiness:  Partner with project teams to lead QA change management activities, ensuring training, documentation, and readiness efforts are completed to support successful implementation and adoption of process and system changes. 
• Operational Effectiveness: Provide hands-on support during peak workloads, complex scenarios, staffing shortages, or critical business initiatives to maintain service levels, quality standards, and operational effectiveness.

 

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• 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
• Communicate effectively in visual, oral, and written form and possess strong interpersonal and customer service skills
• 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.

 

REQUIRED EDUCATION AND EXPERIENCE: 

• Education: Bachelor’s degree in business, risk management, quality management, or related field, or equivalent experience.
• Professional Experience: 7+ years of progressive experience in quality assurance, training, compliance, process improvement, or related operations.
• QA Leadership: 5+ years of experience leading quality assurance and training functions, including team development, quality programs, audits, assessments, and process improvement initiatives.
• Project & Stakeholder Management: Ability to manage competing priorities, lead cross-functional work, and influence stakeholders.
• Communication Skills: Strong written, verbal, presentation, and interpersonal communication skills.
• Analytical & Reporting Expertise: 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.

 

PREFERRED EDUCATION AND EXPERIENCE:

• Insurance & Underwriting Knowledge: Knowledge of underwriting operations, risk assessment, regulatory requirements, and QA practices.
• Quality Certifications: Certifications such as ASQ CQA, Six Sigma Green/Black Belt, ISO 9001, or similar are preferred.
• Training Certifications: Professional certification in instructional design or training delivery, such as ATD CPTD, is preferred.
• Digital Learning: Experience with e-learning platforms, instructional design tools, and digital training solutions is preferred.

 

PHYSICAL REQUIREMENTS:  Requires the ability to speak, hear, and use a personal computer for standard business functions and sit for long periods of time. 

Why work with TWIA? 

The Association offers a comprehensive and competitive benefits package designed to support both your professional success and personal well-being. A key highlight of our offering is a fully remote work environment, allowing you to contribute from home with no relocation required.

In addition to our benefits, Texas Windstorm Insurance Association fosters a collaborative and mission-driven work environment where employees are valued, supported, and encouraged to grow. Our teams work closely across departments, promoting transparency, innovation, and a shared commitment to serving our policyholders and communities.

Employees also enjoy:

• 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%, in addition to a pension plan that begins vesting at 5 years of employment
• Active support for professional growth, including ongoing training and professional development opportunities sponsored by TWIA, support to obtain professional certifications, and a tuition reimbursement program
• Generous paid time off, including vacation, sick leave, paid holidays, and personal days
• Flexible scheduling to support work-life balance