Team Lead, Quality Assurance
Indexed description
Coming off a stellar year with 50% YoY revenue growth, over $3B in cumulative gross sales, and 240 million policies issued, we are accelerating into our next phase of scale. As part of our team, you’ll help drive our AI-first roadmap- developing hyper-personalization engines, agentic distribution, and automated claims infrastructure- while building the scalable technology powering the fast-growing $70B embedded protection market.
Our people are: Accountable, customer-obsessed, collaborative, driven
Our people are not: Passive, defensive, siloes-driven, hesitant
About The Role
As Team Lead, Quality, you will lead our Claims Quality Assurance team within the Customer organisation. You will own the audit process; the sampling, the scorecard, the calibration sessions with operational teams and the reporting across all verticals.
Your team of six to ten Quality Assurance Analysts spans the full early career ladder, from those newly transitioned into Quality Assurance from claims operations through to senior analysts who represent Cover Genius in underwriter audits. Your central task is to raise the technical floor of the team while making our audit output accurate and defensible to stand in front of an underwriter or a regulator. As our regulatory scope and product complexity increase, we are deliberately raising the capability bar for this role. We are looking for someone who has done quality assurance inside a regulated environment and can bring that discipline in-house.
Key Responsibilities
- Lead the Claims Quality Assurance team. Manage the day-to-day workflow of six to nine analysts, ensuring audit quotas are met without sacrificing depth or accuracy. You are the escalation point for the team when navigating complex or contested cases.
- Own calibration as regulatory evidence. Accommodate monthly calibration fsessions and maintain the documentation trail that demonstrates our audit judgements are consistent, objective and defensible to underwriters, partners and regulators.
- Design and improve scalable audit processes, i.e. audit workflow, sampling, scorecards, and lead the transition away from manual bottlenecks through automated sampling, potential audit automations and reporting.
- Bridge data to action. Turn audit results into actionable monthly insights, surfacing leakage, assessor performance, compliance risk and issue trends for operational managers, Training and Customer leadership.
- Own the underwriter audit program. Generate reports, and conduct deep-dive analyses to provide assurance per underwriter. You will prepare and represent Cover Genius directly in these audits.
- Develop the team against the QA career ladder. Own individual development plans, assess progression readiness against defined level criteria, and apply those criteria consistently across the team.
- Drive systemic improvement cross-functionally. Partner with Claims, Support, Continuous Improvement and Training.
- 4–6 years’ experience in operational Quality Assurance, audit or continuous improvement within a highly regulated industry. (Insurance or fintech is strongly preferred.)
- Demonstrated people leadership: you have managed, mentored and developed a team, including people early in their discipline.
- Proven ability to build and hold relationships with internal stakeholders, including where your findings are unwelcome.
- Working knowledge of FCA regulation and Consumer Duty, or equivalent depth in another regulated market, and a clear grasp of fair customer outcomes.
- Practical command of audit sampling techniques, scorecard design and root cause analysis methodology.
- Proficiency in BI tool or data storytelling; sufficient to build reports independently and to coach others to do the same.
- Experience preparing for or representing an organisation in external audits (underwriter, partner or regulatory).
- Fluency in English, written and verbal.
- Objective curiosity
- Operational diplomacy
- Data storytelling
- Coaching
- Attention to detail
- Resilience
- Make Today Matter: We move with urgency, act decisively, and focus on delivering meaningful results. Progress comes from taking action.
- Act with Accountability: We own our commitments, follow through, and take pride in delivering work that moves our business- and each other- forward.
- Grow Together: Learning never stops. We share knowledge openly, celebrate wins, learn from setbacks, and help one another improve every day.
- Inspire Each Other: Great ideas can come from anyone. We challenge one another respectfully, think boldly, and work as one team to achieve more than we could individually.
- Champion Our Customers: Everything starts with the customer. We lead with empathy and build solutions that turn complex problems into seamless experiences people trust.
The Legal & Privacy Stuff
Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
By submitting your application, you acknowledge that we may collect, store, and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.
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