Carrier Quality Manager

Service Center

CSCS TX

Job Summary 

The Carrier Quality Manager is responsible for the strategic leadership, performance, and operational excellence of the Carrier Quality organization supporting either State Farm or USAA. This role provides direct leadership to multiple Carrier Quality Supervisors and has overall accountability for quality outcomes, carrier compliance, teammate development, and operational consistency across assigned teams. 

The Carrier Quality Manager serves as the primary escalation point for complex carrier issues, drives alignment with carrier partners, and ensures Caliber standards are executed consistently at scale. This role balances people leadership, carrier relationship management, performance analytics, and continuous improvement to deliver world-class quality and compliance outcomes. 

 

Essential Job Duties & Responsibilities 

People & Team Leadership 

• Lead, mentor, and develop multiple Carrier Quality Supervisors, ensuring strong frontline leadership and accountability 

• Set clear performance expectations and provide ongoing coaching to Supervisors to drive quality, productivity, and consistency 

• Oversee staffing models, capacity planning, and workload distribution across teams 

• Support talent development, succession planning, and leadership readiness within the organization 

• Review and approve Supervisor performance evaluations, corrective actions, and development plans 

• Foster a culture of accountability, collaboration, and continuous improvement 

Carrier & Stakeholder Management 

• Act as the primary operational point of contact for assigned carrier (State Farm or USAA) quality programs 

• Partner with internal leadership, operations, and training teams to align on carrier expectations and performance outcomes 

• Manage escalations related to carrier disputes, compliance concerns, or systemic quality risks 

• Ensure carrier-specific guidelines, DRP requirements, and SLAs are understood and executed consistently 

Quality, Compliance & Performance Oversight 

• Own overall quality performance across assigned teams, including estimate accuracy, documentation compliance, and ADAS adherence 

• Review performance dashboards, audits, and trend data to identify risks, gaps, and improvement opportunities 

• Ensure Supervisors are executing audits, re-reviews, and coaching consistently and effectively 

• Drive corrective action plans and targeted training initiatives based on performance insights 

• Maintain alignment with OE procedures, ADAS requirements, and estimating best practices 

Operational Excellence & Strategy 

• Partner with senior leadership to support program design, process improvements, and scaling initiatives 

• Lead change management efforts related to new carrier requirements, system updates, or operational enhancements 

• Support governance, reporting cadence, and executive-level communication for carrier quality programs 

• Champion standard work, documentation discipline, and operational consistency across teams 

• Participat