Quality Enablement Senior Manager

Job Summary

Leading technology-enabled quality assurance initiatives, the full-time salaried Quality Enablement Senior Manager will oversee quality outputs, optimize workflows, and ensure governance across contact center and claims operations while collaborating with various teams to enhance quality outcomes.

Key responsibilities

• Own and enhance technology-enabled quality monitoring and conversation insight capabilities
• Identify and remediate recurring quality issues and workflow gaps
• Develop actionable insights from quality data to improve operational performance

Required qualifications

• Bachelor's degree in Business, Analytics, Information Systems, Computer Science, or related field, or equivalent experience
• 8+ years of experience in quality assurance, contact center operations, or related fields
• 2+ years of experience in a leadership role
• Experience with quality monitoring tools and conversation intelligence platforms
• Strong analytical skills with the ability to translate findings into business language