Quality Enablement, Senior Manager

About the Role

Travel Insured International, a Crum & Forster company, is hiring for a Quality Enablement Manager. 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.

What You Will Do

• 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.

What You Will Bring

• Bachelor’s degree in Business, Analytics, Information Systems, Computer Science, or related field, or equivalent experience.
• 8+ years of experience required, preferably in quality assurance, contact center operations, claims operations, business analytics, or related operational functions.
• 2+ years of experience in leading people 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.

Pay

The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $82,700 to a maximum of $121,200. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.