Senior Manager, Quality Enablement

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🔥 0 minutes ago

🦌 Connecticut, Florida, +1 more states – Remote

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

💵 $82.7k - $121.2k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Crum & Forster

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛡️ Insurance

⚕️ Healthcare Insurance

Insurance • Healthcare Insurance

Crum & Forster (C&F) is a leading national property & casualty insurance company with a large, diversified specialty platform. Established in 1822, C&F provides specialty and standard commercial lines insurance products through its admitted and surplus lines insurance companies. With a written premium of $5. 3 billion as of 2023, C&F has an A. M. Best financial strength rating of “A” (Excellent). The company prides itself on creative, flexible, and client-focused solutions, recognized for superior customer service, claims, and risk engineering services. C&F employs over 2000 people across the United States and has earned several workplace awards for its employee-first focus and commitment to diversity, equity, and inclusion. C&F is part of Fairfax Financial Holdings Limited, engaged in property and casualty insurance and reinsurance.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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