Lead the QA audit program across Agency Operations processes, including agent contracting, licensing, onboarding, commissions, business process activities, service interactions, and distribution operations; oversee real-time and retrospective audits to validate accuracy, documentation, SOP adherence, service quality, and risk-based scoring consistency. Own and maintain the centralized Agency Operations Dashboard, ensuring it provides leadership and operational teams with timely visibility into quality performance, SLA trends, productivity, backlog, risk indicators, service experience, improvement progress, and other key enterprise metrics.