Quality Assurance Manager

About us:

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A+ “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be a leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values:  accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

Benefits:

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You’ll be surprised by all we have to offer!

• Competitive compensation
• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement
• And much more!

The Quality Assurance Manager is responsible for developing, implementing, and maintaining the Service and Delivery quality assurance team that ensures all products, services, and processes meet established standards of quality, reliability, and performance. This role works closely with cross-functional teams to monitor quality metrics, drive continuous improvement, and ensure regulatory compliance.

Key Responsibilities:

Quality Management System (QMS)

• Develop and oversee the implementation of the Quality Management System in line with relevant standards.
• Establish, update, and maintain quality policies, procedures, work instructions, and audit protocols.
• Monitor adherence to QMS and lead internal and external audits to ensure compliance.

Quality Assurance Operations

• Supervise daily QA activities, including inspection, testing, process monitoring, and documentation.
• Lead quality investigations and root cause analysis for non-conformances, customer complaints.
• Review and approve incoming materials, in-process production, and finished products for quality standards.
• Ensure proper calibration and maintenance of quality control metrics and any related documentation.

Cross Functional

•  Work closely with Product, Underwriting, and Implementation teams in ensuring Policies and Procedures Manuals and SOPs are current and accurate.
• Collaborate with trainers regarding training plans for new employees, as well as cross-training plans for existing staff to align with quality measures.
• Collaborate with cross-functional teams to enhance SLA’s and overall customer experience.

Performance Management

• Goal Setting and Alignment: Set appropriate goals and effectively performance manage supervisors and team members. Ensure that individual and team goals contribute to overall company success.
• Coaching and Development: Provide ongoing coaching, mentoring, and support to employees to help them meet performance expectations and achieve their career development goals. Identify skill gaps and facilitate appropriate training opportunities.
• Performance Improvement Plans (PIPs): Work with managers to design and implement performance improvement plans for employees not meeting expectations. Provide guidance and follow-up to ensure progress is made.
• Conduct Performance Reviews: Lead and facilitate regular performance reviews, providing clear and actionable feedback. Work with managers to assess individual contributions, recognize achievements, and identify areas for improvement.

Compliance & Regulatory

• Ensure compliance with industry regulations and standards.

Continuous Improvement

• Develop and lead quality improvement initiatives using Six Sigma, Lean, or other methodologies.
• Analyze quality data and KPIs to identify trends, gaps, and improvement opportunities.
• Support cross-functional teams in implementing corrective and preventive actions (CAPA).

Team Leadership & Training

• Recruit, train, mentor, and manage quality assurance staff.
• Promote a quality-focused culture throughout the organization.
• Conduct training programs on quality standards, SOPs, and best practices.

Customer Satisfaction

• Manage customer feedback, complaints, and returns related to product or service quality.
• Interface internally on quality-related issues and corrective actions.
• Ensure that quality objectives are aligned with customer expectations.

Qualifications: 

• Bachelor’s degree in, Engineering, Life Sciences, Manufacturing, or a related field or relevant work experience.
• Minimum 4–5 years of experience in quality assurance or quality control, with at least 2 years in a supervisory or managerial role.
• Strong understanding of QMS software and digital quality tools (e.g., Q-Pulse, MasterControl, ETQ, SAP QM).
• Proficient in statistical analysis tools (e.g., Minitab, JMP, Excel).

Preferred Certifications:

• Certified Quality Auditor (CQA)
• Certified Quality Manager (CQM/OE)
• Six Sigma Green Belt/Black Belt

Key Competencies:

• Analytical thinking and problem-solving
• Strong attention to detail and accuracy
• Leadership and team development
• Excellent written and verbal communication skills
• Decision-making and conflict resolution
• Project management and multitasking ability