Manager of Quality and Business Insights

Position Overview:

The Manager, Quality & Business Insights reports to the Director, Customer Experience and partners with the contact center, vendor, and automation leadership teams to ensure that overall compliance and customer experience meets company and partner expectations. This role is responsible for supporting the transition from traditional quality monitoring to an AI-driven quality and insights model, leveraging call transcription, AI analysis, and automated scoring capabilities to transform how we measure, evaluate, and improve performance.

Responsible for managing a team of QA Analysts and Business Process Optimization Managers, the Manager will guide the team through a transformation aligned with new AI-enabled capabilities — executing the shift from manual call evaluation to exception-based review, AI output validation, insight generation, and strategic business process optimization. Additionally, this role will leverage its Business Process Optimization Managers to identify and execute on opportunities for sales and revenue growth through improvements in customer retention, cross-selling effectiveness, and operational efficiencies across multiple business functions.

The Manager ensures the highest level of service is being delivered from our internal teams and vendor partners, while executing the future-state operating model that maximizes the value of automation technology to identify business improvement opportunities and drive operational excellence.

 

Responsibilities:

AI Transformation & Team Evolution

• Support the strategic transition of QA Analysts into redefined roles that leverage AI call transcription, automated scoring, and analytics capabilities.
• Execute the future-state operating model for quality assurance, implementing the shift from manual monitoring to AI-assisted evaluation, exception-based review, and insight-driven coaching.
• Implement training and upskilling plans to equip team members with competencies in 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 and analysis tools.

Revenue Growth & Business Process Optimization

• Manage Business Process Optimization Managers to identify, quantify, and pursue opportunities for sales and revenue growth through improved customer retention strategies, cross-sell/upsell effectiveness, and operational process improvements.
• Leverage AI-generated call insights and transcription data to uncover patterns in customer behavior, missed sales opportunities, and retention risk indicators that can be translated into actionable revenue-generating initiatives.
• Support the development of business cases and ROI models for process optimization initiatives with the potential to drive additional revenue and operational efficiency gains.
• Collaborate with sales, marketing, and operations leadership to implement cross-functional improvements that enhance revenue capture across the customer lifecycle.
• Track KPIs and measuring mechanisms to measure the financial impact of optimization initiatives, including retention rate improvements, cross-sell conversion rates, and cost-per-interaction reductions.
• Identify operational inefficiencies across multiple business functions and recommend process redesigns that reduce costs while improving customer outcomes.

QA Operational Management

• Execute day-to-day management of the quality team through regular feedback, one-on-ones, coaching, and personal development plans aligned with evolving role expectations.
• Create and maintain detailed compliance and customer experience criteria correlated to business processes and C-Sat/Dissatisfaction findings, updated to reflect AI-generated scoring parameters.
• Develop meaningful QA reporting that blends AI-generated insights with human analysis to provide trends and recommendations to contact center operations.
• Ensure QA resources are aligned to business needs using a risk-based approach to forecasting and planning — leveraging AI to increase coverage while focusing human expertise on high-impact interactions.
• Implement and operate programs to evaluate precision and accuracy of both AI scoring models and compliance/quality analysts.
• Maintain proper documentation of call performance and associated corrective measures as applicable.

Operational Calibration & Collaboration

• Facilitate monthly QA review and calibration sessions with Management and Director Teams to drive QA performance and improvement opportunities, incorporat