📍 Fremont, MI (Onsite)

💼 Full-Time | Exempt

Gerber Life Insurance is seeking an experienced Supervisor, Quality Communications to lead a team of Quality Consultants responsible for supporting contact center operations, customer experience initiatives, quality assurance, coaching, and process improvement efforts. This role is ideal for a strategic leader who thrives on data analysis, employee development, operational excellence, and driving continuous improvement across the organization.

What You'll Do

• Lead, coach, and develop a team of Quality Consultants supporting internal and external customer interactions.
• Drive quality assurance initiatives, coaching programs, and performance improvement strategies.
• Analyze operational data, identify trends, and implement solutions that improve customer experience and contact center performance.
• Partner with Training, HR, Legal, Compliance, Operations, and senior leadership to drive business outcomes and process optimization.
• Oversee onboarding and nesting programs for new contact center associates.
• Manage multiple projects and priorities while ensuring service level agreements (SLAs) and business objectives are achieved.
• Handle escalated customer situations and provide guidance on complex service issues.
• Recruit, train, mentor, and develop future leaders within the organization.

What We're Looking For

✔ 3–5 years of leadership or supervisory experience with a proven ability to coach, motivate, and develop high-performing teams.

✔ Strong analytical skills with experience identifying trends, solving problems, and driving measurable improvements.

✔ Experience leading quality assurance, customer experience, training, coaching, or contact center operations initiatives.

✔ Ability to influence stakeholders and collaborate effectively across multiple departments and leadership levels.

✔ Strong communication, organizational, and project management skills.

✔ Bachelor's degree or equivalent work experience preferred.

Required Qualifications

• Must be able to work onsite in our Fremont, Michigan office.
• Must currently hold a Life, Accident & Health Insurance License or be willing and able to obtain and maintain licensing upon hire.
• Demonstrated experience using data and reporting to drive performance improvements.
• Strong PC proficiency and ability to troubleshoot technical issues.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Contact center, customer service, financial services, or insurance industry experience.
• Previous leadership experience supporting remote or work-from-home teams.
• LOMA designation or equivalent professional certification.

Why Join Gerber Life?

At Gerber Life, you'll have the opportunity to influence the customer experience, develop future leaders, and drive meaningful operational improvements. This role offers the chance to make a significant impact through coaching, collaboration, and innovation while helping families protect what matters most.

If you're a data-driven leader with a passion for quality, coaching, and continuous improvement, we'd love to hear from you. Apply today!