Manager, Quality & Enablement (Remote - Austin, or U.S.)

Introduction:

The Zebra, named a Best Place to Work in Austin four years running, is revolutionizing how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is "All Stripes Welcome," and we put that into practice by valuing both traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems.

We are looking for a passionate, dynamic, and experienced Manager of Quality & Enablement to join our team. If you are a people-centric leader with strong analytical skills, an eye for detail, and a passion for quality and continuous improvement, this role is for you!

Reporting directly to the Director of Operations, you will work closely with the agency sales, service and product teams, in order to improve quality for our consumers and customer facing teams.

Location: 

While we are open to remote work across the contingent US, we are still in the process of establishing our company to support work in all states! We’ve recently made the shift from an in-office organization to a hybrid model and love the flexibility it allows our employees. We are set up to support employees who want to be fully remote, in-office only, and a mix of the two. Please note - we will not be supporting work based out of the following states: CA, MA, NY, NJ.

What You'll Do:

• Training and Development: Be responsible for the development and delivery of comprehensive training programs for new hires and current employees, ensuring they are equipped with the vital knowledge and skills to perform their duties effectively.
• Quality Control: Build and maintain a robust quality control system to supervise and evaluate the quality of customer interactions across all contact channels. Leverage speech analytics tools and other resources to identify areas of improvement and implement necessary changes.
• Licensing and Compliance Support: Support the agency's licensing and compliance needs by ensuring all regulatory requirements are met and the agency remains in good standing. Provide guidance and support to team members regarding compliance issues.
• Program Management and Special Projects: Lead and coordinate cross-functional projects, ensuring that they are delivered on time, within scope and budget. Provide strategic oversight to various programs and drive their successful completion.
• Systems Optimization: Ensure the agency's applications and systems are functioning optimally. Identify areas of improvement and implement changes to improve efficiency and productivity.

What We're Looking For:

As we evaluate candidates across all roles, we look for folks who have a strong sense of ownership, great communication and collaboration skills, and a dedication to continuous improvement.

• Solid understanding of the P&C Insurance industry and its regulatory landscape.
• Excellent project management skills.
• Outstanding leadership and team management skills.
• Proven understanding of training and development methodologies.
• Excellent communication, problem-solving, and decision-making skills.

Experience that will Impress the Heck Out of Us: 

• 5 years of experience in a similar role within an insurance agency.
• Familiarity with customer service tools and platforms, including speech analytics.
• Experience with systems optimization and operational improvement.

Benefits & Perks:

Inclusive and healthy environments are crafted intentionally. All of our employees can join and participate in (or create your own!) Employee Resource Groups. Here are some other wonderful perks of working here:

• Competitive Compensation & Stock Option Offering
• Health, Dental, Vision & Disability Coverages
• HSA offering + employer contribution
• 401k with match
• Unlimited PTO (paid time off)+ flexibility to enjoy it
• Paid Parental Leave Program
• Wellness perk ($100/month)
• Pet Adoption Reimbursement ($300/year)
• Learning & Development Opportunities
• Join a team that truly lives their values (outside of the office. Cliche, we know… but we really mean it)

About The Zebra:

The Zebra is the nation’s leading, independent insurance comparison site. With our dynamic, real-time quote comparison tool, consumers can identify insurance companies with the coverage, service level, and pricing to suit their unique needs. Headqu