Quality and Learning Lead in Atlanta, Georgia at Layr Holdings, Inc.

About Layr Holdings, Inc.

Layr is an Atlanta-based, rapidly growing Insurtech dedicated to enabling commercial insurance brokerages to serve their clients better. At Layr, we are at the forefront of designing, developing, and implementing technology to guide the insurance industry into the digital age. We have deep insurance knowledge, insight, and experience, and we work tirelessly to improve and distribute our entirely new and more effective insurance technology to the small business market. We are a culturally vibrant team of forward-thinkers, passionate about innovation, obsessed with technology, and committed to building a collaborative, ever-progressing, action-oriented, integrity-instilled, close-knit, diverse/inclusive & beyond nation-wide team.

Layr has raised venture capital to combine innovative, cutting-edge technology with commercial insurance industry expertise and is rapidly expanding throughout the country. Small business insurance is $120 BILLION undersold in the US alone. Layr is digitizing and automating the small business insurance space with our client-first insurance platform. To do this, we need help from smart, gritty, outside-the-box thinkers (like you!) to keep innovating and moving forward.

We are looking for the right individual with a positive attitude that can adapt quickly to a fast-paced and technology driven environment.

Key Responsibilities

Quality Assurance & Service Standards

• Develop, implement, and maintain consistent service standards, quality assurance processes, standard operating procedures (SOPs), and operational best practices.

• Own and continuously improve the Operations quality assurance framework, including quality scoring, evaluation methodologies, calibration, and performance reporting.

• Establish consistent quality expectations across Support, Service, Renewals, and other operational teams.

• Conduct regular quality reviews and calibration sessions with Operations leadership to ensure consistency and accountability.

• Identify recurring service issues, errors, escalations, and process inefficiencies, and collaborate with leadership to implement sustainable improvements.

• Partner with operational teams responsible for transactional quality control to ensure alignment with established standards.

Learning, Training & Employee Development

• Lead the development and execution of comprehensive training and learning programs, including new hire onboarding, ongoing professional development, and role-specific certifications.

• Design and facilitate engaging training sessions for new processes, systems, products, and operational changes.

• Establish structured learning paths and proficiency standards for various operational roles.

• Evaluate training effectiveness through employee performance, quality results, productivity, and service outcomes.

• Partner with Team Leads and Operations leadership to identify skill gaps and implement targeted coaching and development initiatives.

• Develop training resources, job aids, and coaching materials to support consistent employee performance and continuous learning.

• Maintain training documentation, certification requirements, and completion records.

Performance Monitoring & Continuous Improvement

• Develop and maintain quality and learning scorecards to monitor individual, team, and operational performance.

• Analyze key performance indicators, including service-level agreement (SLA) performance, response times, resolution times, escalations, rework, and overall service quality.

• Identify performance trends, root causes, and opportunities for operational improvement.

• Present actionable insights and recommendations to Operations leadership through regular reporting and performance reviews.

• Collaborate with leadership to implement corrective actions and evaluate their effectiveness.

• Support initiatives focused on improving productivity, operational efficiency, service quality, and cost effectiveness.

• Differentiate between training needs and broader process, technology, workflow, or resource challenges to recommend appropriate solutions.

Operational Collaboration & Change Management

• Partner with Operations leadership to support the successful implementation of new processes, systems, workflows, and service initiatives.

• Ensure operational changes are supported by clear documentation, training resources, quality standards, and employee readiness assessments.

• Collaborate with Team Leads to promote a coaching-focused leadership approach that supports employee development and accountability.

• Serve as a key resource for operational quality and learning initiatives, providing guidance and support during organizational changes.

• Establish effective feedback channels between frontline employees and leadership to identify opportunities for improvement.

Cross-Functional Partnership

• Collaborate with Product, Engineering, Revenue Operations, and other departments to address recurring operational challenges and improve service delivery.

• Translate quality findings and employee feedback into actionable recommendations for process improvements, system enhancements, and automation opportunities.

• Participate in the evaluation and rollout of new tools, workflows, and operational enhancements.

• Maintain a strong understanding of internal systems, service workflows, and operational technologies to effectively support training and quality initiatives.

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Organizational Development, Human Resources, or a related field, or equivalent professional experience.

• 3–5+ years of experience in quality assurance, learning and development, training, operational excellence, or a related function.

• Experience developing, implementing, and managing quality assurance programs, training initiatives, or performance improvement processes.

• Strong analytical skills with the ability to interpret operational data, identify trends, and recommend actionable improvements.

• Demonstrated experience creating training materials, SOPs, process documentation, and employee development resources.

• Excellent communication, presentation, facilitation, and interpersonal skills.

• Strong organizational and project management skills with the ability to manage multiple priorities.

• Ability to collaborate effectively with cross-functional teams and influence stakeholders at various levels.

• Proficiency with business systems, reporting tools, and Microsoft Office or Google Workspace.

Preferred Qualifications

• Experience in the insurance industry, particularly commercial insurance, insurance operations, or insurance technology.

• Familiarity with service-level agreements (SLAs), quality scoring methodologies, performance scorecards, and operational KPIs.

• Experience working in a fast-paced, technology-driven, or rapidly growing organization.

• Knowledge of learning management systems (LMS), customer service platforms, and workflow management tools.

• Experience supporting process improvement, change management, or operational transformation initiatives.

• Familiarity with insurance agency management systems and customer communication platforms.

What Success Looks Like

In this role, success will be measured by your ability to:

• Improve service quality while reducing errors, rework, and preventable escalations.

• Maintain high levels of training completion, certification compliance, and employee proficiency.

• Accelerate new hire readiness and improve employee performance through effective training and coaching.

• Establish consistent quality standards and evaluation practices across operational teams.

• Deliver actionable insights that drive measurable improvements in service performance and productivity.

• Support successful operational changes through effective training, communication, and quality controls.

• Foster a culture of continuous learning, accountability, and operational excellence.