Manager of Quality and Business Insights
$73,656–$98,208 year
On-siteChattanooga, Tennessee, United States
Job Summary
Lead the strategic transition from manual quality monitoring to an AI-driven model, executing the shift to exception-based review and automated scoring while managing a team of QA Analysts and Business Process Optimization Managers. Guide the team through upskilling in AI validation, prompt engineering, and data interpretation to drive operational excellence and revenue growth through improved retention and cross-selling strategies. Collaborate with contact center, vendor, and leadership teams to implement future-state operating models, maintain governance frameworks for AI accuracy, and develop actionable reporting that blends automated insights with human analysis. Facilitate monthly calibration sessions, monitor vendor compliance, and track KPIs to measure financial impact and process improvements. Report to the Director, Customer Experience, with an informal line to Compliance and Legal in Norwalk HQ.
Required Qualifications
- A bachelor's or master's degree in a related field or seven (7) years of relevant experience
- A minimum of 7+ years in a management capacity operating in a contact center environment
- A minimum of 5+ years of experience managing a contact center quality team
- Experience supporting teams through organizational transformation or technology-driven change
- Experience identifying and executing revenue growth opportunities through process optimization, retention improvement, or cross-sell/upsell strategies
- Experience implementing or supporting AI-powered quality tools, call transcription platforms, or automated scoring systems
- Working knowledge of AI and machine learning concepts as applied to speech analytics, natural language processing, and automated quality evaluation
- High level of attention to detail with the ability to validate AI outputs and identify model drift or scoring inconsistencies
- Strong people skills and the ability to be an effective influencer in improving quality initiatives and guiding teams through change
- Proficiency in MS Office applications and business intelligence/analytics tools
- Ability to implement a tactical operating plan that balances current-state operations with future-state transformation milestones
- A sound knowledge of data analysis, process improvement methodologies, automation strategy, and business case development with ROI modeling
- Must be able to implement metrics-driven plans and make tactical adjustments as necessary with limited assistance
- Ability to analyze key data — including AI-generated insights — and create actionable tactics
- Ability to identify, adjust, and implement best practices in both traditional and AI-augmented quality environments
- Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the company
- Must be available to work Monday through Friday from 8 AM – 5:30 PM
- Some occasional evening or weekend work may be required based on business needs
- Experience monitoring contact center agents for compliance/quality metrics
- Understanding of how AI can augment and scale quality efforts
- Good interpersonal, influencing, and team-building skills
- Ability to multi-task, prioritize deliverables, and meet deadlines in a fast-paced, evolving environment
- Must occasionally lift and/or move up to 15 pounds
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