Quality Assurance Lead - Insurance Operations and Digital Platforms

PLEASE APPLY ONLY IF YOU ARE WILLING TO WORK DURING MONTREAL WORKING HOURS

RESOURCE REQUIREMENT: Quality Assurance Lead

ENGAGMENT: Full-Time

WORK MODE: Remote

SHIFT TIMINGS: Montreal working hours (9AM – 5 PM) | 06:30 PM - 2:30 AM IST

EXPERIENCE: 10+ YOE

JOB DESCRIPTION:

Role Description:

This is a build-from-scratch mandate. Someone who can design and stand up the entire QA function - frameworks, processes, tooling, team and then run it long-term. The role spans insurance operations quality and digital platform quality, with regulatory compliance as the connective tissue. You’ll own quality across the full policy lifecycle: product configuration, underwriting, issuance, servicing, claims alignment, and carrier reporting.

What You’ll Do

1. Build the QA Function from Zero

•      Design and implement QA frameworks covering underwriting accuracy, policy administration, claims process alignment, and regulatory compliance

•      Define quality KPIs and SLAs for each business line (Global Mobility, P&C Residential)

•      Establish testing protocols for new product launches on CoverGo’s no-code platform  including product configuration validation, premium calculation accuracy, and policy document correctness

•      Create the QA team structure, hiring plan, and tooling stack; recruit and lead the team as it scales

2. Underwriting & Policy Quality

•      Validate risk assessment models, rating engines, and underwriting rules against carrier guidelines and Lloyd’s binding authority requirements

•      Audit policy wording, endorsements, and renewal terms across multiple jurisdictions to ensure accuracy and regulatory compliance

•      Own quality gates for the product-to-market pipeline: every new product variant, rider, or territory expansion passes your sign-off before going live

3. Digital Platform & Systems Quality

•      Own functional, integration, and regression testing across our tech stack: CoverGo product builder, broker-facing portals, client self-service platforms, and API integrations with Henner’s TPA system

•      Build and maintain automated test suites for quote-bind-issue workflows, claims submission flows, and member portal functionality

•      Manage UAT cycles for all platform releases and CoverGo configuration changes

•      Work with engineering and CoverGo’s team to establish CI/CD quality gates and defect triage processes

4. Regulatory Compliance & Carrier Reporting

•      Ensure bordereaux data (premium, claims, risk) submitted to Lloyd’s and other carriers is accurate, complete, and on time

•      Build quality controls for multi-jurisdictional regulatory requirements: Lloyd’s coverholder audit standards, GDPR, PIPEDA, US state insurance regulations, and sanctions screening

•      Prepare for and support carrier audits and Lloyd’s coverholder reviews; own the remediation of any findings

5. Claims Process Alignment

•      While Henner administers claims, ensure claims adjudication outcomes align with our policy terms and product design intent

•      Monitor claims leakage, identify systemic adjudication errors, and work with Henner’s TPA team to resolve discrepancies

•      Validate direct billing workflows and reimbursement processes across the global provider network

6. Broker & Distribution Channel Quality

•      Test and monitor the broker-facing quoting, binding, and servicing experience end-to-end

•      Ensure premium calculations, coverage summaries, and policy documents rendered through broker portals are consistent and error-free

•      Track and reduce broker-reported defects and turnaround times for issue resolution

What You Bring:

Must-Haves

•      Strong understanding of the Managing General Agent (MGA) operating model, including delegated authorities, underwriting workflows, and carrier relationships.

•      Demonstrated expertise in Lloyd’s coverholder audit requirements, ensuring adherence to governance, reporting standards, and regulatory expectations.

•      Experience working with multi-jurisdictional health and P&C insurance environments, particularly in globally distributed or cross-border operational settings.

•      Proven ability to drive quality at the intersection of insurance operations and digital platforms, aligning business processes with technology-enabled solutions.

•      Hands-on experience in product configuration quality assurance and systems integration testing, particularly within digital insurance ecosystems.

•      Track record of supporting digital transformation initiatives within insurance organizations, ensuring quality, scalability, and operational efficiency.

•      Expertise in underwriting and compliance QA, ensuring alignment with regulatory frameworks and internal governance standards.

•      Ability to embed regulatory compliance as a core component of quality frameworks, serving as the connective tissue between technology, operations, and risk management.

Strong Preferences

•      Experience with no-code insurance platforms (CoverGo, EIS, Majesco, Guidewire, or similar)

•      Background in MGA or delegated authority environments where you managed quality under carrier oversight

•      Familiarity with TPA relationships and the quality dynamics of outsourced claims administration

•      Test automation experience: building or managing automated regression suites for insurance workflows

•      ISTQB, CPCU, or equivalent certifications (valued but not required — judgment and results matter more)

The Right Profile

You’re someone who sees quality as a business function, not a checkbox. You’re equally comfortable auditing policy wordings in a Lloyd’s review as you are writing test cases for an API integration. You’ve built something before — a team, a framework, a program — and you know how to sequence the work when nothing exists yet. You care about getting it right, but you move quickly because you understand that in a 70-person company, speed and precision aren’t opposites.

Why This Role Matters Now

•      The organization’s ongoing digital transformation and adoption of a modern no-code insurance platform are accelerating product velocity, necessitating robust quality infrastructure to support rapid innovation.

•      The introduction of new product lines and continued geographic expansion are increasing jurisdictional complexity and elevating carrier and regulatory scrutiny.

•      Lloyd’s coverholder standards are tightening across the market—making a dedicated Quality Assurance function essential rather than optional for a $80M+ MGA.

•      This is a leadership role, not a support function. The successful candidate will shape and institutionalize how quality operates across the organization for the long term.

Client Overview

Our client is a Managing General Agent (MGA) and Lloyd’s of London Coverholder specializing in two primary verticals: Global Mobility insurance for expatriates, international assignees, and their families, and Property & Casualty coverage for residential portfolio managers. As part of a leading international insurance and healthcare group, the organization underwrites over $80 million in annual premiums through a network of more than 100 broker partners across North America and Europe. Claims administration is supported by a robust third-party administrator platform and an extensive global healthcare network comprising over 1.8 million providers.



The organization is currently undergoing a significant digital transformation, leveraging a modern no-code insurance platform to accelerate product launches from months to days. This evolution combined with the introduction of new product lines, geographic expansion,

and increasingly stringent Lloyd’s oversight requirements—makes this a pivotal time to onboard a dedicated quality leader to strengthen governance, enhance operational excellence, and ensure platform reliability.