[Hiring] Quality Assurance Senior Manager @Gallagher

Role Description

This role serves as the single point of ownership for all captive escalations and complaints. The Manager will be the primary client‑facing leader for captive members, brokers, and stakeholders, ensuring every issue is acknowledged, navigated, resolved, and closed with discipline and professionalism. This role is not administrative. It is a high‑judgment, service‑driven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement.

How you'll make an impact

Primary Responsibilities

• Own all captive escalations and complaints from intake through final resolution and closure.
• Serve as the only client‑facing role for escalations (members/brokers/captives).
• Set clear response expectations (“request received / response by X date”).
• Navigate claims, RMs, supervisors, Quality, and Operations to secure timely responses.
• Escalate non‑responsiveness and step in to remove delays or blockers when work gets stuck.
• Conduct structured root cause analysis to identify repeat drivers.
• Translate escalation insights into remediation, coaching, and training needs.
• Identify risk patterns and emerging escalation trends.
• Partner with QPG, Claims, and Operations to drive corrective actions and confirm remediation is effectively implemented and sustained.

Qualifications

• Required: Bachelor's degree; 6 years relevant claims handling experience in addition to proficiency in MS Office applications, and related claims and business software.
• Preferred: Previous auditing experience in addition to extensive liability claims background and strong process management skills.
• Behaviors: Good interpersonal skills and ability to interact at all levels of client/carrier/broker hierarchy. Organized, detailed, and analytical in approach to resolving problems.

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance.
• 401(K) and Roth options.
• Tax-advantaged accounts (HSA, FSA).
• Educational expense reimbursement.
• Paid parental leave.
• Digital mental health services (Talkspace).
• Flexible work hours (availability varies by office and job function).
• Training programs.
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing.
• Charitable matching gift program.
• And more...