Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides best-in-class support, service, repair, replacement, and delivery worldwide. This role resides within the Customer Solutions organization and supports customer-facing solutions ranging from claims processing to technical support.
At Asurion, we foster a culture that rewards results, encourages innovation, and empowers team members to make a difference for our customers, clients, and one another. The Manager, Quality & Insights plays a critical leadership role in ensuring quality standards, programs, and insights drive exceptional customer experiences and business outcomes.
PURPOSE AND DESCRIPTION:
The Manager, Quality & Insights is a senior quality leader responsible for the execution, evolution, and governance of Quality programs within Customer Solutions. This role ensures Quality initiatives and standards are consistently implemented and upheld through ongoing assessment, development, and optimization of quality scorecards, systems, and best practices.
Serving as a subject matter expert for Customer Solutions quality, this position partners closely with Operations, Analytics, and external stakeholders to align quality measurement with business objectives. The Manager leads teams of Quality & Insights Coaches and Analysts across multiple geographies and is accountable for delivering quality performance, continuous improvement, and stakeholder confidence in Quality outcomes.
DUTIES & RESPONSIBILITIES:
- Lead and develop a team of on-site and remote Quality & Insights Coaches and Leads, who in turn oversee Quality & Insights Analysts across multiple domestic and potentially international locations.
- Partner with cross-functional stakeholders to design, implement, and refine performance measurements that track quality outcomes and customer experience impact.
- Own the execution and continuous improvement of Quality scorecards, listening strategies, and quality governance standards.
- Provide strategic facilitation, training, and guidance on new and existing Quality systems, scorecards, tools, and procedures.
- Recruit, evaluate, and develop Quality Coaches and Analysts; ensure ongoing technical, leadership, and professional development for direct and indirect reports.
- Continuously improve quality reporting to identify trends, risks, and opportunities across customer interactions.
- Design processes to measure and communicate short-term and mid-term impact of Quality initiatives on operational effectiveness and business KPIs.
- Deliver against established Quality KPIs and hold teams accountable for performance outcomes.
- Collaborate with stakeholders to gather feedback and identify enhancements to quality programs, scorecards, and listening methodologies.
- Coordinate and facilitate in-person and virtual training to ensure consistent adoption of Quality initiatives at all organizational levels.
- Lead client-facing and internal listening sessions that demonstrate quality standards and best-in-class customer experience.
- Facilitate and participate in calibration sessions with internal and external stakeholders to ensure alignment to Quality standards.
- Autonomously manage day-to-day Quality operations, including staffing, calibrations, observations, and rollout of new initiatives.
EXPERIENCE & CORE COMPETENCIES:
- Proven experience leading teams and collaborating cross-functionally.
- Strong executive presence with ability to influence and partner with senior leaders.
- Strong business acumen with ability to align quality initiatives to strategic objectives and KPIs.
- Demonstrated ability to build relationships and drive outcomes through collaboration.
- Ability to operate autonomously in a fast-paced environment while managing competing priorities.
- Strong project and program management skills with experience managing multiple initiatives concurrently.
- Prior quality assurance or quality program leadership experience preferred.
DESIRED QUALIFICATIONS:
- Bachelor's degree or equivalent combination of education and relevant work experience.
- 2+ years of experience performing analytical duties, including tracking, managing, and interpreting data.
- 2+ years of people leadership experience preferred.
- 3+ years of quality assurance experience in a call center or customer service environment preferred.
- 2+ years of experience with administrative responsibilities, including managing data and submitting IT or system requests.
