Senior Manager, Quality Enablement

🕒 il y a 1 mois

🦌 Connecticut, Florida, +1 états de plus – Distant

🦌 Connecticut – Remote 🐊 Florida – Remote 🏖️ New Jersey – Remote

💵 $82 700 - $121 200 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

👻 Score fantôme 1%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Crum & Forster

Site WebLinkedInTous les Emplois

1001 - 5000 employés

🛡️ Assurance

⚕️ Assurance santé

Insurance • Healthcare Insurance

Crum & Forster (C&F) est une entreprise nationale de premier plan dans le domaine de l'assurance dommages et responsabilité, avec une importante plateforme spécialisée et diversifiée. Nous protégeons les entreprises et les organisations contre la nature imprévisible du risque, leur donnant la confiance nécessaire pour relever de nouveaux défis et prospérer dans un monde de plus en plus complexe et incertain. C&F est orienté client, créatif et flexible dans la fourniture de produits et services personnalisés.

Description

• 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 transcript usability, scoring accuracy, calibration consistency, and issue trends • Define and maintain standards for acceptable quality outputs • Create guidelines for using, reviewing, and validating quality output with a hybrid human-and-AI quality model • Maintain documentation, controls, issue tracking, and governance practices • 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 • Lead and oversee a team supporting Quality Management and enablement workflows • Set priorities, assign work, monitor output quality, and follow up on issues and enhancements • Coach and develop team members • Oversee business-side configuration, workflow optimization, and operational support for quality enablement tools and processes • Ensure updates and enhancements are tested, documented, and communicated effectively • Perform other duties as assigned

🎯 Exigences

• 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 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

🏖️ Avantages

• Competitive compensation package • Generous 401K employer match • Employee Stock Purchase plan with employer matching • Generous Paid Time Off • Benefits including health, dental, and vision coverage • Programs supporting physical, mental, and financial wellbeing • Tuition reimbursement • Industry-related certifications and professional training • Dynamic, ambitious, fun and exciting work environment • Matching donation program • Volunteer opportunities • Employee-driven corporate giving program • Career development and learning opportunities • Work-life balance support • Employee resource groups, guilds, and study groups • Mentoring and internal growth opportunities