Manager, Quality & Insights

DUTIES & RESPONSIBILITIES:

• Lead and develop a team of on-site and remote Quality & Insights Coaches and Leads, who in turn oversee Quality & Insights Analysts across multiple domestic and potentially international locations.
• Partner with cross-functional stakeholders to design, implement, and refine performance measurements that track quality outcomes and customer experience impact.
• Own the execution and continuous improvement of Quality scorecards, listening strategies, and quality governance standards.
• Provide strategic facilitation, training, and guidance on new and existing Quality systems, scorecards, tools, and procedures.
• Recruit, evaluate, and develop Quality Coaches and Analysts; ensure ongoing technical, leadership, and professional development for direct and indirect reports.
• Continuously improve quality reporting to identify trends, risks, and opportunities across customer interactions.
• Design processes to measure and communicate short-term and mid-term impact of Quality initiatives on operational effectiveness and business KPIs.
• Deliver against established Quality KPIs and hold teams accountable for performance outcomes.
• Collaborate with stakeholders to gather feedback and identify enhancements to quality programs, scorecards, and listening methodologies.
• Coordinate and facilitate in-person and virtual training to ensure consistent adoption of Quality initiatives at all organizational levels.
• Lead client-facing and internal listening sessions that demonstrate quality standards and best-in-class customer experience.
• Facilitate and participate in calibration sessions with internal and external stakeholders to ensure alignment to Quality standards.
• Autonomously manage day-to-day Quality operations, including staffing, calibrations, observations, and rollout of new initiatives.

EXPERIENCE & CORE COMPETENCIES:

• Proven experience leading teams and collaborating cross-functionally.
• Strong executive presence with ability to influence and partner with senior leaders.
• Strong business acumen with ability to align quality initiatives to strategic objectives and KPIs.
• Demonstrated ability to build relationships and drive outcomes through collaboration.
• Ability to operate autonomously in a fast-paced environment while managing competing priorities.
• Strong project and program management skills with experience managing multiple initiatives concurrently.
• Prior quality assurance or quality program leadership experience preferred.

QUALIFICATIONS:

• Bachelor’s degree or at least two years in college from an accredited institution.
• 2+ years of experience performing analytical duties, including tracking, managing, and interpreting data.
• 2+ years of people leadership experience.
• 3+ years of quality assurance experience in a call center or customer service environment.
• 2+ years of experience with administrative responsibilities, including managing data and submitting IT or system requests.