Manager, Quality & Insights

Wonder Group•Chicago, IL

1d•$115,000 - $122,000•Hybrid

About The Position

The Manager, QA leads Wonder’s Process and Quality Insights teams, driving operational excellence and regulatory compliance in Customer Experience (CX) across all brands. You will drive the team’s shift toward AI-driven CX monitoring and Voice of the Customer insights while fostering a collaborative, high-performance culture across our internal teams and BPO partner network.

Requirements

6+ years of relevant experience, specifically within vendor BPO organizations in a Quality or Process Insight capacity
Bachelor’s degree or equivalent experience
Experience with LLMs, AI, and AI implementation in Quality programs preferred
Familiarity with SQL, Statistics, and/or Tableau is a plus.
Keen attention to detail with a proven ability to identify root causes, provide recommendations, and drive improvements.
Superior interpersonal and collaboration skills, with the ability to articulate complex data stories to diverse stakeholders.
Advanced Google Suite and Microsoft Excel skills

Nice To Haves

Lean/Six Sigma Green Belt certification is a plus
familiarity with Maestro / Rippit a plus

Responsibilities

Provide vision and direction for the Process and Quality Insights functions, ensuring strategies are aligned with organizational goals and clearly communicated to internal stakeholders and BPO partners.
Lead the evolution of the Quality Assurance strategy by leveraging LLM capabilities to achieve 100% contact monitoring, driving a transition toward fully automated, scalable QA solutions that minimize manual dependencies.
Establish and manage a robust governance framework for the periodic maintenance and calibration of LLM-driven evaluations, ensuring AI-powered insights remain accurate, relevant, and aligned with evolving brand standards.
Serve as the principal owner and leader for Quality metrics, ensuring all data is accurate, defensible, and provides a clear narrative on how specific operational changes correlate to CX quality and influence the company’s bottom line.
Correlate Quality insights with broader organizational KPIs to provide a holistic view of business health, using data to articulate the "why" behind performance shifts and their relationship to company-wide goals.
Act as a strategic consultant to stakeholders, delivering high-level health metrics and targeted deep-dives into specific CX phenomena to provide the actionable insights necessary for Operations to deploy effective solutions.
Own the design and governance of the quality rubric, overseeing its implementation across AI-scored interactions and the evaluation strategy for technical performance areas not yet captured by automated scoring.
Maintain rubric relevance by driving strategic updates in response to major business shifts, ensuring a unified standard across the portfolio while preserving essential brand nuances.
Define and enforce sampling standards for BPO partners, establishing the specific volumes and methodologies required to ensure manual evaluations achieve industry-standard confidence levels and statistical significance.
Build and implement a comprehensive team development plan by upskilling team members into Quality Intelligence (QI) Analyst workstreams, ensuring long-term organizational resilience and succession-readiness through balanced workload distribution and cross-functional upskilling.
Cultivate a high-performance environment by establishing clear expectations, providing regular constructive feedback, and conducting performance reviews that drive accountability and continuous improvement.
Effectively manage team resources, delegating tasks and adjusting workloads to accommodate evolving business priorities.