Quality Assurance Manager

WHO WE ARE

We are an independent adjusting firm specializing in property claims — handling everything from everyday homeowners losses to large-scale commercial damage and catastrophe deployments. Our team of field adjusters works across carrier partners nationwide, and the quality of that work is the foundation of every relationship we build.

We are growing, and with that growth comes a heightened commitment to claims excellence. We are looking for a Quality Assurance Manager who does not just review files — but who raises the bar for everyone around them. Someone who has been in the weeds as an adjuster, understands what good looks like, and has the communication skills and leadership presence to bring others along.

THE OPPORTUNITY

This is not a checkbox role. As our Quality Assurance Manager, you will lead a team of QA Supervisors and QA Representatives, build out our 1099 contractor bench, and own training across all QA resources and the broader adjuster organization. You will set the standard for what good looks like, measure performance against it, and work directly with your team and our adjusters to close the gap when it falls short. You will also play a key role in helping us evolve how QA gets done — identifying the right files and the right automated checks to support straight-through processing for a portion of our volume. Your work will be felt in every file we close, every carrier relationship we maintain, and every adjuster we develop.

This is a remote, full-time salaried position with full benefits — designed for a seasoned professional who is ready to own a function, not just fill a seat.

OUR VALUES IN ACTION

Six values guide how we work and how we treat each other. Here's what they look like in this role:

• Service Excellence — Set and defend the standard for what a quality file looks like. Every adjuster you coach, every audit you run, and every rebuttal you write is a direct expression of our commitment to carrier partners and policyholders.
• Passion — Bring real energy to the craft of QA. The details matter — an overlooked photo, a missed coverage note, a skipped reconciliation. Your passion for getting it right raises the bar for everyone around you.
• Integrity — Call it like you see it. Give feedback that is honest, specific, and fair — whether it goes to an adjuster, a carrier, or senior leadership.
• Ownership — Own the QA function end to end. Build the systems, deliver the training, manage the team, and stand behind the results.
• One Team — Partner across Claims, Operations, Field Management, and Training to close skill gaps and drive continuous improvement. QA does not work in isolation here.
• Celebrate Success — Recognize when adjusters level up, when audit scores improve, and when the team delivers under pressure. Build a culture where quality is something people take pride in, not just something they're measured on.

WHAT YOU WILL DO

File Audits & Scoring

• Conduct structured audits of field adjuster files across personal and commercial property lines — reviewing estimates, scope of damage, coverage application, and documentation quality
• Develop, maintain, and apply consistent scoring criteria aligned with carrier guidelines and field inspection best practices
• Identify trends in file quality — both positive and corrective — and report findings to leadership
• Establish audit cadence and coverage targets to ensure meaningful, representative file review across the field adjuster population
• Review of carrier audit reports that we receive so that we can review and submit any rebuttals to their findings before the results are finalized. 

Carrier Compliance & Guideline Adherence

• Serve as the internal subject matter expert on carrier-specific requirements and expectations
• Monitor file handling for adherence to carrier guidelines, coverage application, and documentation standards
• Flag compliance gaps quickly and work with team leads to implement corrective action
• Stay current on guideline updates and communicate changes effectively across the adjuster team

Adjuster Coaching & Development

• Translate audit findings into actionable, individualized feedback for field adjusters at all experience levels
• When a negative file quality trend is identified in addition to reporting to leadership, partner with leadership and training to develop the targeted training to correct the negative trend and set up a schedule of follow up audits to confirm the training is making an impact on the results.
• Partner with Staff and Team Leads and Field Managers to deliver coaching that sticks
• Identify recurring skill gaps across the field team and develop targeted training or guidance to address them
• Champion a culture where quality feedback is welcomed and acted upon — not feared

Dispute Resolution & Re-Inspection Oversight

• Review disputed files and provide authoritative QA perspective to support resolution
• Oversee re-inspection processes, ensuring findings are documented, addressed, and closed appropriately
• Collaborate with senior leadership on complex or escalated quality matters

Reporting & Analytics

• Build and maintain QA dashboards and reporting that give leadership clear visibility into claims quality trends
• Track adjuster and team-level performance over time, identifying improvement and regression patterns
• Present QA findings and recommendations to leadership in a clear, data-driven format
• Use data to prioritize where coaching, audit focus, and process change will have the greatest impact

Team Leadership & Management

• Lead and manage a team of QA Supervisors and QA Representatives — setting clear expectations, holding regular one-on-ones, and building a high-performing QA function
• Provide day-to-day direction to QA Supervisors, helping them prioritize work, navigate complex files, and develop their own leadership skills
• Monitor QA Rep performance through work product review, scoring consistency checks, and regular calibration sessions to ensure the team is aligned on what good looks like
• Foster accountability and continuous improvement across the team — celebrate what is working and address what is not, promptly and constructively
• Escalate staffing needs, performance concerns, and team capacity issues to senior leadership with clear recommendations

1099 QA Resource Sourcing & Network Development

• Actively identify, recruit, and vet independent QA contractors (1099) to expand our flexible QA capacity — particularly in advance of CAT season or periods of elevated volume
• Build and maintain a reliable bench of 1099 QA resources with demonstrated property field claims expertise and audit experience
• Develop an onboarding process for 1099 QA contractors that gets them up to speed on our standards, tools, and carrier-specific requirements quickly and consistently
• Manage 1099 QA relationships on an ongoing basis — tracking availability, quality of work, and readiness to deploy when needed
• Partner with leadership to establish and refine per-file compensation rates for 1099 QA contractors — analyzing file complexity, claim type, and market benchmarks to develop a fee schedule that attracts quality talent while supporting the firm's operational model
• Monitor per-file pay structures over time and make recommendations for adjustments based on contractor performance, file volume trends, and competitive positioning
• Work with leadership to define the right balance of staff and contractor QA capacity to support operations at scale

Training & Development

• Own the QA training function across all resources — staff QA Supervisors, QA Representatives, and 1099 contractors alike
• Develop and maintain a core QA training curriculum covering audit methodology, scoring standards, carrier guidelines, field inspection documentation, and estimate review expectations
• Design onboarding training for new QA team members that builds competence and confidence before they review their first live file
• Create ongoing training touchpoints — refreshers, carrier-specific updates, and skills workshops — that keep the entire QA team sharp and current
• Identify individual training needs based on audit performance data and calibration results, and deliver targeted development support accordingly
• Extend training influence beyond the QA team — partner with Team Leads and senior leadership to deliver quality-focused training to field adjusters organization-wide

Technology Evolution & Straight-Through QA Processing

• Partner with leadership and technology stakeholders to help shape the evolution of our QA infrastructure
• Identify the right file characteristics — complexity, claim type, adjuster tenure, carrier requirements — to determine which files are strong candidates for automated quality checks
• Define and refine the automated checkpoints and business rules that support straight-through QA processing for qualifying files, reducing manual review burden without sacrificing quality standards
• Monitor automated QA outcomes over time, identifying where rules need to be tightened, expanded, or retired based on real-world results
• Serve as the QA subject matter expert in technology conversations — translating what good looks like in a file into logic that a system can evaluate
• Help build a scalable QA model where human review is focused where it matters most and automation handles the rest

WHAT YOU BRING

• 7–10 years of property claims experience as a field adjuster — you have inspected losses firsthand and know what quality field work looks like
• Prior QA or audit experience in an insurance or independent adjusting environment, ideally reviewing field adjuster work product
• Demonstrated experience managing or mentoring adjusters with a track record of measurable improvement
• Experience leading a team — you have managed direct reports, held people accountable, and helped others grow into stronger professionals
• Ability to source and manage independent contractors — you know how to find qualified 1099 talent, evaluate their fit, and keep a contractor bench ready to deploy
• Familiarity with per-file compensation structures — you understand how 1099 QA work is priced in the market and can help build a fee schedule that is fair, competitive, and sustainable
• Experience building or delivering training — you can translate what you know into structured learning that sticks across a range of experience levels
• Xactimate and/or Symbility proficiency — you can evaluate an estimate with a trained eye
• Active adjuster license(s) in applicable states
• Deep familiarity with carrier guidelines and what compliant, high-quality file handling looks like
• Strong written and verbal communication skills — you give feedback that is direct, fair, and useful
• Analytical mindset — you are comfortable working with data and building reporting that drives decisions
• Curiosity about technology and automation — you can think critically about how QA processes can be systematized and are excited to help build the infrastructure that makes that possible
• Self-directed work style — you thrive in a remote environment and do not need to be managed to stay productive

NICE TO HAVE

• Experience with CAT operations and the quality challenges that come with surge environments
• Familiarity with multiple carrier partners and their varying guidelines and expectations
• Experience building or rebuilding a QA function from the ground up
• CPCU, AIC, or other relevant professional designation

WHAT WE OFFER

• Competitive base salary commensurate with experience
• Employer-sponsored healthcare coverage
• 401(k) retirement plan with company match
• Paid holidays
• A fully remote work environment with a collaborative, experienced team
• Real influence — your work will shape claims quality across the entire organization
• A leadership team that values expertise, acts on feedback, and invests in its people

READY TO RAISE THE BAR?

If you have spent years in the field inspecting property losses and find yourself frustrated when you see a file handled poorly — this role was built for you. We want someone who cares deeply about quality, knows how to develop others, and is ready to own the QA function for a firm that takes field claims seriously.

Apply today and tell us about a time you improved claims quality in a meaningful way. We want to hear the specifics.