Quality Enablement, Senior Manager

Crum & Forster • Glastonbury, CT

2h • $82,700 - $121,200 • Remote

About The Position

The Quality Enablement Senior Manager serves as the business owner for technology-enabled quality assurance, which includes transcript quality, conversation insights, AI control governance and quality workflow optimization across Travel Insured International’s contact center and claims operations. This role is responsible for ensuring quality outputs are accurate, trusted, governed, and operationally useful. The Manager leads standards, optimization, adoption, and continuous improvement efforts while overseeing a team supporting quality activities. This position partners closely with Operations, Claims, Training, IT, Marketing, Customer Insights, and vendor partners to improve quality outcomes, strengthen governance, and translate quality data into measurable business value.

Requirements

• Bachelor’s degree in Business, Analytics, Information Systems, Computer Science, or related field, or equivalent experience.
• 8+ years of experience is required, preferably in quality assurance, contact center operations, claims operations, business analytics, or related operational functions.
• 2+ years of experience in leading people is required.
• Insurance industry experience required.
• Experience with quality monitoring tools, speech analytics, conversation intelligence platforms, or operational dashboards required.
• Experience evaluating transcripts, summaries, classifications, automated scoring, or similar outputs required.
• Strong analytical, communication, and problem-solving skills.
• Ability to translate findings into clear business language.
• Ability to define standards, measure outcomes, and drive adoption across teams.
• Leadership and accountability
• Analytical thinking and attention to detail
• Strong communication and presentation skills
• Collaboration and partnership mindset
• Sound business judgment
• Adaptability and continuous improvement focus
• Technical aptitude with quality and analytics platforms

Responsibilities

• Own the business effectiveness of technology-enabled quality monitoring, transcript workflows, and conversation insight capabilities.
• Review and improve output quality, usability, and alignment with business needs.
• Ensure a closed feedback loop of error detection and correction.
• Identify recurring issues, workflow gaps, and quality risks, and drive remediation.
• Monitor key performance indicators such as transcript usability, scoring accuracy, calibration consistency, and issue trends.
• Define and maintain standards for acceptable quality outputs across operational, coaching, analytics, and compliance-related use cases.
• Create practical guidelines for how quality output should be used, reviewed, and validated with a hybrid quality model of human and AI.
• Maintain documentation, controls, issue tracking, and governance practices for quality enablement workflows.
• Translate 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 process improvement themes.
• Develop and present scorecards, dashboards, and business updates that demonstrate performance, adoption, and value realization.
• Provide day-to-day leadership and oversight for a team supporting Quality Management and enablement workflows.
• Set priorities, assign work, monitor quality of output, and ensure timely follow-up on issues and enhancements.
• Coach and develop team members to build consistency, accountability, and capability.
• Support a collaborative, service-oriented, and improvement-focused team environment.
• Oversee business-side configuration, workflow optimization, and operational support for quality enablement tools and processes.
• Ensure updates, enhancements, and changes are tested, documented, and communicated effectively.
• Other duties as assigned.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• Tuition reimbursement
• Industry-related certifications
• Professional training
• A dynamic, ambitious, fun and exciting work environment
• Matching donation program
• Volunteer opportunities
• Employee-driven corporate giving program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior