Manager of Quality and Business Insights

About the role

The Manager, Quality & Business Insights partners with contact center, vendor, and automation leadership teams to ensure compliance and customer experience meet company and partner expectations. This role supports the transition from traditional quality monitoring to an AI-driven quality and insights model, leveraging call transcription, AI analysis, and automated scoring to transform performance measurement, evaluation, and improvement. The Manager leads a team of QA Analysts and Business Process Optimization Managers through this transformation, shifting from manual call evaluation to exception-based review, AI output validation, insight generation, and strategic business process optimization. The role also identifies and executes opportunities for sales and revenue growth through customer retention, cross-selling, and operational efficiencies.

Responsibilities

• AI Transformation & Team Evolution
  • Support the strategic transition of QA Analysts into redefined roles leveraging AI call transcription, automated scoring, and analytics.
  • Implement the future-state operating model for quality assurance, shifting from manual monitoring to AI-assisted evaluation and exception-based review.
  • Develop training and upskilling plans for AI output validation, prompt engineering, data interpretation, and business process optimization.
  • Maintain governance frameworks for AI scoring accuracy, calibration of automated models, and continuous improvement of transcription tools.
• Revenue Growth & Business Process Optimization
  • Manage Business Process Optimization Managers to identify and pursue sales and revenue growth opportunities through customer retention, cross-sell/upsell, and operational improvements.
  • Leverage AI-generated call insights to uncover customer behavior patterns, missed sales opportunities, and retention risks.
  • Support business case development and ROI models for process optimization initiatives.
  • Collaborate with sales, marketing, and operations to implement cross-functional improvements enhancing revenue capture.
  • Track KPIs to measure financial impact, including retention rates, cross-sell conversion rates, and cost reductions.
  • Identify operational inefficiencies and recommend process redesigns to reduce costs while improving customer outcomes.
• QA Operational Management
  • Manage the quality team through feedback, coaching, and development plans aligned with evolving role expectations.
  • Create and maintain compliance and customer experience criteria correlated to business processes and satisfaction findings.
  • Develop QA reporting blending AI-generated insights with human analysis to provide trends and recommendations.
  • Align QA resources to business needs using a risk-based approach, leveraging AI to increase coverage.
  • Evaluate precision and accuracy of AI scoring models and compliance/quality analysts.
  • Maintain documentation of call performance and corrective measures.
• Operational Calibration & Collaboration
  • Facilitate monthly QA review and calibration sessions incorporating AI scoring outputs.
  • Partner with stakeholders to ensure agents and supervisors meet corporate and partner KPIs.
  • Conduct calibration meetings with internal and external stakeholders, aligning AI models with human evaluation standards.
  • Monitor external vendor compliance programs to ensure alignment with internal measurements and AI benchmarks.
  • Collaborate with trainers and compliance teams to establish best-in-class customer service practices.
  • Maintain an informal reporting line to Compliance and Legal teams for audit and compliance support.
• Reporting, Data Analysis & Business Insights
  • Utilize AI transcription and analysis to create data-driven presentations with actionable recommendations.
  • Develop reporting that surfaces patterns, compliance risks, and coaching opportunities from automated call analysis.
  • Recommend policy and procedure changes supported by AI-generated evidence and trend analysis.
• Project Management & Continuous Improvement
  • Support the phased implementation of AI quality tools, including change management and success metrics tracking.
  • Develop standards and methods for AI-assisted scanning and evaluation.
  • Interface with departments and training teams to develop and implement training programs.
  • Stay updated on emerging AI/ML technologies, products, and procedures.
  • Coordinate activities with other supervisors to align departmental efforts.

Requirements

• A bachelor's or master's degree in a related field or seven (7) years of relevant experience.
• Minimum of 7+ years in a management capacity within a contact center environment.
• Minimum of 5+ years managing a contact center quality team, including experience supporting technology-driven transformation.
• Experience identifying and executing revenue growth opportunities through process optimization, retention improvement, or cross-sell/upsell strategies.
• Experience with AI-powered quality tools, call transcription platforms, or automated scoring systems (e.g., Calabrio, Verint, Nice).
• Demonstrated ability to support change management, including redefining roles and upskilling teams.
• Working knowledge of AI and machine learning concepts applied to speech analytics and natural language processing.
• Strong attention to detail for validating AI outputs and identifying model drift or scoring inconsistencies.
• Proficiency in MS Office and business intelligence/analytics tools.
• Ability to implement tactical operating plans balancing current and future-state transformation milestones.
• Sound knowledge of data analysis, process improvement methodologies, and business case development with ROI modeling.
• Ability to analyze AI-generated insights and create actionable tactics.
• Strong interpersonal, influencing, and team-building skills, particularly during organizational change.
• Ability to multi-task, prioritize deliverables, and meet deadlines in a fast-paced environment.
• Experience monitoring contact center agents for compliance/quality metrics, with an understanding of AI augmentation.

Schedule

Monday through Friday, 8 AM – 5:30 PM. Some occasional evening or weekend work may be required based on business needs.

Pay

Salary Range (Chattanooga, TN): $73,656.09 - $98,208.12 annually. Annual bonus potential: 10%.

Physical Requirements

• Regularly required to listen, talk, and hear.
• Frequently required to use hands or fingers to handle objects, tools, or controls (e.g., computer, telephone).
• Occasionally required to stand, walk, sit, and reach with hands and arms.
• Must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities include close vision, distance vision, and ability to adjust focus.
• Noise level in the work environment is usually moderate to low.