Insurance Brokerage Quality Assurance Coordinator

Overview

One Group is a team of more than 200 insurance and risk management professionals who are ONE company acting as ONE team, with ONE focus and ONE mission:
To serve each client as our ONE client. One Group is one of the fastest growing independent insurance and risk management organizations in the northeast. With team members in 18 locations, One Group provides best in class client resources while maintaining an entrepreneurial, friendly and fun environment. A subsidiary of Community Financial System, Inc. (NYSE: CBU), One Group is headquartered in Syracuse, NY.

The Audit & Quality Assurance Coordinator supports the brokerage’s internal and external audit activities while ensuring the accuracy and compliance of day to day insurance operations. This role acts as the primary liaison between the brokerage and the Corporate’s audit, compliance, and risk teams. The coordinator organizes audit requests, gathers documentation, tracks remediation, and performs quality control reviews to help maintain strong operational standards across the brokerage.

Quality Assurance (QA) & Operational Support

• Conduct quality control reviews of policy files, endorsements, renewals, certificates, and client documentation.
• Verify accuracy, completeness, and compliance with regulatory, carrier, and Corporate standards.
• Identify trends, recurring errors, and training opportunities; escalate issues to operations leadership.
• Maintain QA scoring tools, logs, and reporting dashboards.
• Validate that corrective actions from audits and QA reviews are implemented effectively from policy level to accounting level.
• Support licensing checks, workflow updates, and system testing as needed.
• Promote consistent documentation standards and operational discipline across the brokerage.
• Own and maintain all workflows and standard operating procedures (SOPs), ensuring they remain accurate, compliant, and aligned with evolving regulatory and operational requirements.
• Lead the development, revision, and governance of workflows and SOPs, enforcing consistent documentation standards across all teams.
• Proactively audit workflows and SOPs to identify gaps, inefficiencies, or outdated steps, driving timely updates and ensuring operational readiness.
• Coordinate cross department collaboration to ensure workflow and SOP changes are communicated, and adopted.

• Serve as the central point of contact for internal auditors, external auditors, carrier auditors, and Corporate risk teams, organization wide.
• Coordinate all audit related activities, including scheduling, document collection, sample preparation, and follow up requests, organization wide.
• Ensure brokerage teams understand audit requirements and provide timely, accurate responses.
• Maintain organized audit files, work papers, and documentation in accordance with Corporate and regulatory expectations.
• Track audit findings, monitor remediation progress, and support teams in completing corrective actions.
• Assist auditors by explaining brokerage workflows, system processes, and operational controls.
• Monitor regulatory and procedural updates to ensure audit readiness.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 2–5 years of experience in P&C insurance operations, compliance, quality assurance, or audit support.
• Strong understanding of brokerage workflows, documentation requirements, and regulatory expectations.
• Excellent organizational skills with the ability to manage multiple audit requests simultaneously.
• High attention to detail and strong analytical abilities.
• Effective communication skills and the ability to collaborate across teams.
• Experience with agency management systems (Applied EPIC) preferred.
• Industry…