Senior Manager, Quality Enablement

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Take ownership of the effectiveness of technology-driven quality monitoring, transcript workflows, and conversation insight functionalities.

• Assess and enhance output quality, usability, and alignment with business objectives.

• Ensure a comprehensive feedback loop for error identification and correction.

• Detect recurring problems, workflow deficiencies, and quality risks, and implement solutions.

• Track transcript usability, scoring accuracy, calibration consistency, and issue trends.

• Establish and uphold standards for acceptable quality outputs.

• Develop guidelines for utilizing, reviewing, and validating quality outputs using a hybrid human-AI quality model.

• Maintain documentation, controls, issue tracking, and governance practices.

• Convert quality data and conversation trends into actionable insights for Operations, Claims, Training, Marketing, and Customer Insights.

• Identify customer pain points, service friction, coaching opportunities, and themes for process improvement.

• Create and present scorecards, dashboards, and business updates.

• Lead and manage a team that supports Quality Management and enablement workflows.

• Set priorities, allocate tasks, monitor output quality, and follow up on issues and enhancements.

• Mentor and develop team members.

• Oversee business-side configuration, workflow optimization, and operational support for quality enablement tools and processes.

• Ensure that updates and enhancements are thoroughly tested, documented, and communicated efficiently.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Business, Analytics, Information Systems, Computer Science, or a related field, or equivalent experience.

• A minimum of 8 years of experience is required, preferably in quality assurance, contact center operations, claims operations, business analytics, or related operational roles.

• At least 2 years of experience in a leadership role is necessary.

• Experience in the insurance industry is a must.

• Proficiency with quality monitoring tools, speech analytics, conversation intelligence platforms, or operational dashboards is required.

• Experience in evaluating transcripts, summaries, classifications, automated scoring, or similar outputs is essential.

• Strong analytical, communication, and problem-solving abilities are required.

• Capability to translate findings into clear business language.

• Aptitude for defining standards, measuring outcomes, and promoting adoption across teams.

• Demonstrated leadership and accountability.

• Strong analytical thinking and attention to detail.

• Excellent communication and presentation skills.

• A collaborative and partnership-oriented mindset.

• Sound business judgment.

• Adaptability and a focus on continuous improvement.

• Technical proficiency with quality and analytics platforms.

🏝️ Benefits

• Competitive compensation package.

• Generous 401K employer matching.

• Employee Stock Purchase plan with employer matching.

• Generous Paid Time Off.

• Comprehensive benefits including health, dental, and vision coverage.

• Programs that promote physical, mental, and financial wellbeing.

• Tuition reimbursement opportunities.

• Support for industry-related certifications and professional training.

• A dynamic, ambitious, fun, and exciting work environment.

• Matching donation program.

• Volunteer opportunities.

• Employee-driven corporate giving initiatives.

• Opportunities for career development and learning.

• Support for work-life balance.

• Access to employee resource groups, guilds, and study groups.

• Mentoring and internal growth opportunities.