Quality Enablement, Senior Manager

Own the business effectiveness of technology-enabled quality monitoring, transcript workflows, and conversation insight capabilities across Travel Insured International's contact center and claims operations. Review and improve output quality, usability, and alignment with business needs while ensuring a closed feedback loop of error detection and correction. Identify recurring issues, workflow gaps, and quality risks to drive remediation, and monitor key performance indicators such as transcript usability, scoring accuracy, and calibration consistency. Define standards for acceptable quality outputs and create practical guidelines for a hybrid quality model of human and AI. Translate quality data and conversation trends into actionable insights for Operations, Claims, Training, Marketing, and Customer Insights. Provide day-to-day leadership for a team supporting quality enablement workflows, coaching members to build consistency and capability. Develop scorecards and dashboards to demonstrate performance and value realization.