Remote Quality Assurance Lead - Insurance Ops

Porch.com, Inc.; Colombia; Remote; COP 42,408,000 - 55,242,000; Full time

Job summary

Porch Group is seeking a Quality Assurance Team Lead to direct the Colombia-based QA team, drive quality across key insurance processes, and bridge our local team with US leadership. You will design audit plans, monitor performance, and coach staff to close performance gaps.

You will work with Learning & Development and Operations to deliver training and implement corrective actions, while maintaining QA documentation and reporting on trends and risks.

Qualifications

• Bachelor's degree in Business, Insurance, or a related field.
• 3+ years in Quality Assurance, auditing, or insurance operations, including experience leading or mentoring a team.
• Strong grounding in insurance operations, compliance, and QA methodology — scorecards, calibration, evaluations.
• Excellent written and verbal English communication skills for reporting to U.S.-based stakeholders.
• A track record of giving constructive feedback that drives real performance improvement.
• Proficiency in Excel and PowerPoint, with comfort using QA or reporting dashboards.
• Experience collaborating across time zones with distributed, cross-cultural teams.
• Experience with U.S. insurance claims, underwriting, or policy administration.
• Familiarity with root-cause analysis and continuous improvement frameworks.
• Experience managing offshore or distributed QA teams.
• Experience with QMS (Quality Management System) platforms.
• Familiarity with AI-forward QA platforms (e.g., automated scoring, speech/conversation analytics).
• Comfort using AI tools in daily work to automate routine tasks and improve personal/team productivity.

Responsibilities

• Lead, coach, and develop a team of Quality Assurance Auditors and Evaluators — including guidance for new and less-experienced staff — through routine check-ins, team meetings, and calibration sessions.
• Design and maintain the audit plan (cadence, sampling approach, and scope) across key insurance processes, then oversee execution and review results for trends and root causes.
• Facilitate QA calibration sessions and validate scoring methodologies across auditors, evaluators, and operations.
• Monitor individual QA performance; recommend action plans for underperformance and coordinate corrective steps with leadership.
• Partner with Operations to develop, track, and close out corrective and preventive actions on recurring quality issues.
• Partner with Learning & Development to deliver and reinforce training content developed jointly with QA, tailoring delivery to audit findings and performance gaps.
• Provide regular quality updates (weekly/monthly) and a formal quarterly report to leadership covering trends, audit results, risks, and corrective actions.
• Maintain QA documentation — audit forms, scorecards, evaluation criteria, and SOPs — keeping it current and accessible.
• Manage team schedules, attendance, and workload to ensure consistent QA coverage.
• Serve as the primary link between the QA team and U.S.-based leadership, escalating risks and driving accountability on action items.

Skills

QA leadership

English communication

Cross-time-zone collaboration

Feedback & coaching

Root-cause analysis

QA analytics

Education

Bachelor's degree in Business, Insurance, or a related field

Tools

Excel

PowerPoint

QMS platforms

AI QA tools

Job description

Porch Group is seeking a Quality Assurance Team Lead to direct the Colombia-based QA team, drive quality across key insurance processes, and bridge our local team with US leadership. You will design audit plans, monitor performance, and coach staff to close performance gaps.

You will work with Learning & Development and Operations to deliver training and implement corrective actions, while maintaining QA documentation and reporting on trends and risks.