Claims Quality Assurance Associate Manager -

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description
This job is responsible for leading/managing direct reports and ensuring consistency of estimating practices for the Good Hands Repair Network repair facilities and compliance to best practices. The individual actively participates in development of functional/design requirements and testing plans with business process owners and Claims technology. The individual builds partnership with Field employees and management to engage the Field in decisions that impact their work.

The Associate Manager - Claims Quality is responsible for leading and driving quality assurance frameworks within the Claims function. The role focuses on ensuring adherence to quality standards, enhancing process efficiency, and delivering actionable insights through robust analytics. The individual will manage a team of Quality Analysts and Team Leaders, ensure effective governance, and collaborate closely with cross-functional stakeholders to support continuous improvement and business outcomes. This role requires a self starter who can effectively prioritize tasks and deliver desired outcomes with minimum guidance and intervention.

Key Responsibilities

1. Quality Governance & Operations

• Lead end-to-end quality governance for the Claims function, ensuring consistent execution of quality frameworks.
• Oversee daily operations for a team of 25-30 members, including Quality Analysts and Team Leaders.
• Drive calibration sessions, audits, and adherence to standardized evaluation processes.
• Ensure timely reporting, tracking, and closure of quality-related action items.

• Implement and drive quality improvement initiatives aligned with strategic business objectives.
• Leverage 7 QC tools to identify root causes and recommend solutions.
• Identify trends, defect patterns, and systemic issues to improve process capability and reduce variation.
• Partner with Training and Delivery teams to enable capability building based on quality insights.

• Build strong relationships with internal stakeholders including Claims Operations, Onshore Partners, Training, and Process Excellence teams.
• Provide data-driven insights and recommendations to stakeholders for decision-making.
• Lead governance forums, present performance outcomes, and influence action planning.

• Drive data analysis to generate actionable insights on quality performance, defects, and business impact.
• Develop dashboards and reports to track key quality metrics (accuracy, compliance, defect density, etc.).
• Apply analytical and critical thinking to interpret trends and drive proactive interventions.
• Identify themes/ areas to conduct end to end process health reviews to generate actionable insights for the delivery team

• Manage, coach, and develop Team Leaders and Quality Analysts to build a high-performing team.
• Set clear performance expectations and drive accountability across the team.
• Conduct regular performance reviews, feedback sessions, and developmental initiatives.
• Foster a culture of continuous learning, innovation, and engagement.