You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate Guide .
The Quality Director is responsible for the development and delivery of a comprehensive quality program, methodologies and supporting initiatives to enhance the customer experience and business results which will be facilitated through thought leadership and leadership of a team. The role will collaborate with leadership, peers and front-line staff to develop and implement quality and accuracy methodologies in adherence to strategic departmental guidelines and corporate approach to three lines of defense. The incumbent will learn the processes of the assigned area and will identify and recommend the specific behaviors that generate a superior customer experience; promote meaningful communication and coaching; and drive high quality outcomes. Through review and analysis, understand how well transactions, teams and individuals execute against critical outcomes and works collaboratively with functional leaders to address improvement opportunities. Collaborates with and shares information, trends and analysis with relevant counterparts.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
Leads a team of professionals and exercises full management authority, including performance reviews, pay decisions, recruitment, discipline, termination, and other personnel actions. Secures necessary resources to achieve objectives and allocated resources to optimize budget.
Direct the design, development, implementation and delivery of quality methodologies and initiatives for various areas to ensure customer requirements are implemented. Accountable for maintaining and updating associated tools and resources.
Ensure the alignment of the quality measures to the core strategic goals of Risk Control and to CNA's internal and external customers.
Lead collaboration efforts across various areas in order to ensure the integration of processes. Areas may include but is not limited to customer service, training, reporting, audit and process improvement, as well as systems that support them.
Ensure quality and accuracy approaches are embedded into the reporting and metrics across the assigned area for end-to-end quality assurance and tracking and reporting.
Utilizes results from quality practices and results to inform training and development to ensure learning opportunities and initiatives are developed and implemented to drive performance and business results.
Provide a summary of observations, risks and recommendations to leadership on a regular basis
Ensures that appropriate subject matter expertise (i.e., industry, product line, field leader, etc.) is represented during the QA process to enable a thorough and expert review while providing ongoing advice and coaching.
Stays current on trends and developments within functional area of expertise and the insurance industry.
Engages with leadership to identify areas of best practice execution and improvement opportunities in assigned area.
Recommends training and process improvements and works with leadership of assigned area to determine implementation strategy when process improvements are required. Leads implementation efforts.
May perform additional duties as assigned.
Reporting Relationship
Typically AVP or above.
Skills, Knowledge & Abilities
In-depth expert knowledge of quality and accuracy procedures, principles and tools as well as strong insurance industry knowledge.
Strong ability to lead, coach and motivate project teams and staff at all levels.
Ability to influence others in accepting ideas that will lead to enhanced customer service.
In-depth understanding of the potential use of technology solutions in support of quality and accuracy.
Results oriented with ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service and costs.
Strong computer skills including Microsoft Office Suite and other business related software, as well as the ability to learn new systems applications quickly.
Excellent verbal and written communication and presentation skills, including the ability to communicate business and technical information effectively.
Excellent management skills and the ability to organize and plan effectively to meet both short and long range goals and objectives.
Ability to foster and maintain collaborative relationships with internal customers, peers, subordinates
Education & Experience
1. Bachelor's degree with Master's preferred in a related discipline, or equivalent.
2. Typically a minimum of ten years of related work experience.
3. Applicable certifications preferred.
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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .