Insurance Operations Quality Assurance Specialist

Horace Mann is seeking an Insurance Operations Quality Assurance Specialist to support quality, accuracy, and continuous improvement across our Supplemental & Group operations.

In this role, you'll review operational work for accuracy and compliance, identify trends and opportunities for improvement, and provide meaningful feedback that helps our teams deliver consistent, high-quality service. You'll have exposure to multiple areas of the business, including Customer Service, New Business, Underwriting, and Policy Services, while building valuable expertise in quality assurance and insurance operations.

The ideal candidate is analytical, curious, and detail-oriented—someone who enjoys understanding how processes work, identifying where improvements can be made, and collaborating with others to strengthen performance.

Key Responsibilities

Quality Auditing & Review

• Conduct a designated number of daily quality audits for assigned operational departments.
• Evaluate work for accuracy, completeness, and compliance with company policies, procedures, and applicable regulatory requirements.
• Perform quality audits across operational areas including Customer Service, New Business, Underwriting, and Policy Services.
• Conduct ad hoc and special audits as requested.
• Accurately document audit findings and results within Quality Audit databases.

Analysis & Continuous Improvement

• Identify processing errors, trends, root causes, and opportunities for operational improvement.
• Look beyond individual errors to help identify recurring issues or process gaps.
• Partner with operational leaders to recommend corrective actions and continuous improvement opportunities.
• Support efforts to improve accuracy, consistency, efficiency, and overall service quality.

Reporting & Feedback

• Provide timely and constructive feedback to leadership regarding audit findings, trends, and departmental performance.
• Maintain clear and accurate documentation supporting audit conclusions.
• Communicate findings professionally and objectively to business partners.
• Help provide visibility into quality performance and opportunities for improvement.

Quality Program Support

• Assist with the development, implementation, and refinement of Quality Audit programs across business units.
• Support development and implementation of audit procedures for new products, systems, and services.
• Help ensure audit procedures remain aligned with evolving business processes, company policies, industry standards, and regulatory requirements.
• Participate in quality initiatives, process improvements, and special projects as assigned.

Qualifications & Experience

Required

• High School Diploma or GED.
• Strong attention to detail with a commitment to accuracy and quality.
• Strong analytical, organizational, and problem-solving skills.
• Effective written and verbal communication abilities.
• Ability to review information objectively and consistently apply established procedures.
• Ability to manage multiple priorities and meet established deadlines.
• Ability to work independently while collaborating effectively with business partners and operational teams.

Preferred

• Previous Quality Audit or Quality Assurance experience.
• Experience within insurance operations, Customer Service, New Business, Underwriting, Policy Services, or a related operational environment.
• Experience working with quality databases, reporting tools, or operational systems.

Skills & Competencies

• Quality assurance and auditing
• Attention to detail and accuracy
• Analytical and critical thinking
• Root-cause identification
• Process improvement mindset
• Organization and prioritization
• Clear and constructive communication
• Collaboration and relationship building
• Sound judgment
• Adaptability and continuous learning

Salary Range: 

• $50,300.00 - $62,600.00

Salary is commensurate to experience, location, etc.