AVP, Claims Quality Assurance & Performance Management

About this role

Company Farm Family Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title(s): AVP, Claims Quality Assurance & Performance Management Employment Type: Full-Time FLSA Status: Exempt Location: In-Office | Any employee, in any Clearbrook office, can apply for this opportunity and stay in their current location.    

Summary: Clearbrook is looking to align the Quality Assurance function across both Argo and Farm Family, while keeping the function aligned with the individual lines of business underwritten by each business.  The Quality Assurance function is referred to as Quality Improvement in Farm Family currently.   The AVP, Claims Quality Assurance & Performance Management is responsible for leading the design, implementation, and ongoing evolution of Farm Family’s claims QA program. The role reports to the Clearbrook QA Lead, with a dotted-line to the Chief Claims Officer, Farm Family at the enterprise level. The AVP will work closely with Farm Family and Clearbrook senior leadership to align Farm Family’s QA program with other Clearbrook entities while positioning Farm Family as a leading example of data-driven claims QA. The role’s core function is claims quality assurance, including file audit methodology, claim handling evaluation, scoring, governance, feedback, and corrective action. In addition, the role will expand QA output into a broader claims performance management capability by linking QA findings to Guidewire data, KPI trends, process assessment analytics, adjuster and manager performance evaluation, and senior leadership reporting across Farm Family’s claims organization.  We are looking to fill this role in either our Albany, Omaha, or Springfield office.    This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.   Essential Responsibilities: • Manage a team of Quality Assurance professionals (currently referred to as the Quality Improvement team) to administer the Quality Assurance Program at Farm Family.  This involves: • Create and maintain a positive working relationship with all direct reports, peers, and other department managers to ensure the Quality Assurance Team adds value and meets or exceeds the needs of internal stakeholders and are compliant with set expectations. • Support the Quality Assurance selection process to retain Quality Assurance professionals that consistently demonstrate exceptional customer service and appropriate technical expertise, maturity and a professional commitment to excellence. • Conduct Development Reviews and engage direct reports in developmental and skill building opportunities. • Train and mentor staff. • Act as a role model demonstrating belief in, and commitment to, the aspiration values of Clearbrook, continuing to build and lead a value-based organization committed to long-term success.

• QA Strategy, Governance & Compliance • Partner with the Farm Family’s Chief Claims Officer and Clearbrook enterprise QA leadership to align Farm Family’s QA program with enterprise standards. • Design and implement QA audit methodology, scoring models, and sampling strategies. • Evaluate claim handling quality, including coverage, reserving, documentation, and claim strategy. • Develop structured feedback loops to claims handlers and leadership. • Ensure QA supports compliance, governance, and audit readiness requirements.  

• Claims Performance Intelligence & Analytics • Partner with leadership to define and align claims KPIs. • Build reporting and analytics that use QA results as the foundation for evaluating claim quality, operational effectiveness, and KPI performance. • Serve as a key claims performance intelligence link for senior leadership by connecting QA audit results, claims data, KPI reporting, and process assessment findings. • Translate audit findings into training, process improvements, performance actions, and leadership decision-making support. • Deliver executive-level reporting on claim quality, claim adjuster performance, operational trends, and overall Farm Family business performance indicators.  

• Operational Excellence, Technology & Continuous Improvement • Oversee Guidewire system utilization audits and data integrity assessments. • Identify operational inefficiencies and recommend corrective actions. • Lead integration of AI-enabled QA tools and automation solutions. • Drive continuous improvement through enhanced audit processes, technology-enabled insights, and operational effectiveness initiatives.  

Qualifications / Experience Required: • A specialized knowledge of managing Quality Assurance programs typically achieved through: • Bachelor’s degree required; JD, advanced degree, CPCU, AIC, SCLA, Six Sigma/Lean, PMP, Prosci, Guidewire certification, or similar insurance, claims, audit, process improvement, project management, or change management credential preferred. • 7 years of progressive P&C claims experience, with strong technical claim handling, coverage, reserving, litigation management, and claim strategy expertise.  Prior leadership experience building, rebuilding, or materially enhancing a claims quality assurance, claim file audit, or claims performance management program

• Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Farm Family and our customers’ ability to be profitable). • Recognized as a leader within the organization that provides advice and guidance to others. • A team builder, someone who understands that success is

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