Manager, Quality & Insights

The Quality & Insights Manager is a professional of high ethical standards who will work diligently to complete their duties while keeping objectives of the business in mind. This Manager will ensure Quality initiatives and standards are implemented and upheld through collaboration on the constant assessment, development, and implementation of Quality scorecards, systems, and best practices. This position serves as an expert of Customer Solutions quality, procedures and initiatives and a liaison to partnership teams through a quality lens.

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.