Practice Director, Quality Assurance

About the role

The Quality Assurance Practice Director is an operational leadership role responsible for ensuring the highest standards of file quality, workflow compliance, and service execution across HUB CNC's Commercial Lines practice. This position designs, implements, and continuously improves quality assurance programs that protect the organization from Errors & Omissions (E&O) exposure, eliminate missed expirations, reduce aged accounts receivable, and ensure all client-facing activities are completed accurately and on time. This role partners directly with EVP, Operations, Commercial Lines Practice Leader, Client Service Directors, Client Service Managers, and the Practice Director, Strategic Operations to drive accountability, uphold established workflows, and elevate the overall standard of service delivery across all CNC offices and verticals. Duties & Responsibilities: File Quality, Compliance & E&O Prevention Establishes and enforces file quality standards across all Commercial Lines verticals, ensuring documentation, forms, applications, and policy records meet or exceed organizational and carrier requirements. Develops and manages a structured peer audit program to proactively identify E&O exposure, documentation gaps, and workflow non-compliance before issues escalate. Conducts regular file reviews and spot-checks across teams, providing detailed findings and corrective action plans to Client Service Directors and Client Service Managers. Tracks and reports on audit results, identifying systemic trends and recommending process improvements. Analyzes audit data to identify high-risk accounts, teams, or process areas, and collaborates with leadership to implement targeted corrective actions. Serves as a subject matter resource on E&O prevention best practices, contributing to training content and organizational awareness. Monitors open activity queues to ensure service staff are managing tasks within expected timeframes and in accordance with established workflows. Implements zero-tolerance protocols for missed expirations, including early-warning reporting, escalation paths, and root cause analysis for any lapses. Partners with Client Service Directors and Client Service Managers to remediate workload imbalances or process breakdowns that contribute to missed deadlines. Monitors aged accounts receivable across all verticals, partnering with Client Service Directors and finance to drive balances to zero or near-zero. Establishes reporting cadences and escalation triggers for overdue balances, ensuring accountability at the account manager level. Identifies root causes of AR aging - including invoicing delays, client disputes, and workflow gaps - and works cross-functionally to resolve. Workflow Accountability & Continuous Improvement Ensures service staff adhere to established workflows, task lists, and role-specific responsibilities across account management positions. Works closely with operational leadership to align quality assurance standards with broader organizational objectives. Provides structured feedback and quality metrics to inform the development of individualized training plans for underperforming staff. Partners with Client Service Directors to embed quality expectations into team routines, including huddles, one-on-ones, and performance reviews. Collaborates with the Practice Director, Operational Excellence to leverage the HUB Angel program for desk remediation initiatives and problem identification. Prioritizes and triages desks requiring remediation based on risk exposure, client impact, and audit findings; tracks remediation progress and ensures issues are resolved to standard before transitioning accounts back to regular service workflows. Develops and maintains QA dashboards and scorecards that provide leadership with visibility into file quality, audit pass rates, expiration compliance, and AR aging. Presents findings and recommendations to the Practice Leader and senior leadership on a regular cadence. Drives a culture of continuous improvement by identifying recurring issues and championing process, technology, or training solutions. Performs other duties and projects as assigned. Key Performance Indicators Audit Program Completion Rate: Percentage of scheduled peer audits completed on time per quarter. File Quality Audit Pass Rate: Percentage of files meeting or exceeding quality standa

Additional Information

ABOUT HUB: In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of -a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

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