At Asurion, we don't just redefinewe reinvent. We began by establishing a culture that rewards results and isn't confined by hierarchy. As a result, we have achieved phenomenal growth. Today, this entrepreneurial spirit is as strong as ever. It's in our DNA. We foster a culture where our team members are encouraged daily to make a differencefor our clients, customers, and themselves. Our dynamic and rewarding environment ensures that every team member can reach their full potential. This role plays a critical part in enabling consistent, high-quality customer experiences by aligning quality execution, analytics, and operational leadership.
PURPOSE AND DESCRIPTION:
The Quality & Insights Coach is a trusted quality expert who partners closely with operations leaders and cross-functional stakeholders to ensure consistent call center quality performance. This role is responsible for the development, integration, and execution of quality management programs and related initiatives that support strategic business objectives.
The incumbent manages and develops a team of Quality & Insights Analysts while serving as a key liaison between Quality, Operations, and other business partners. This role ensures quality standards, scoring methodologies, and tools are consistently applied, understood, and leveraged to drive performance improvement.
JOB RESPONSIBILITIES:
- Provide leadership, coaching, and development for a team of Quality & Insights Analysts, ensuring high performance and engagement.
- Provide guidance on quality policies, procedures, and scoring best practices to Quality and Operations partners.
- Plan, facilitate, and organize quality initiatives in partnership with QA leadership and operational leaders.
- Conduct ongoing needs assessments to design and implement quality initiatives aligned to business priorities.
- Attend, observe, and facilitate daily, weekly, and monthly quality and leadership calibration sessions to drive alignment and develop front-line leaders.
- Support the implementation and education of new quality tools, resources, and methodologies for contact center leadership and employees.
- Identify opportunities within customer interactions and partner with operations leaders to support targeted training and performance improvement efforts.
- Manage multiple cross-functional quality and performance support projects simultaneously.
- Hold stakeholders accountable for actions related to the development and implementation of quality tools, processes, and initiatives.
- Partner with stakeholders to diagnose issues impacting quality and efficiency and drive resolution plans.
- Collaborate periodically with local operational leadership to ensure the success and sustainability of Quality programs.
- Foster an inclusive environment that embraces change, diversity, and continuous improvement.
QUALIFICATIONS:
- Bachelor's degree or equivalent combination of education and relevant work experience.
- 2+ years of hands-on experience in a technical or customer service call center environment.
- 2+ years of quality assurance experience in a call center environment preferred.
- 2+ years of prior people management or team leadership experience.
- Strong knowledge of quality metrics, scoring methodologies, and performance measurement practices.
- Strong data analysis skills with ability to interpret results and drive action.
- Proficiency with Microsoft Office Suite (Excel, PowerPoint, Outlook).
- Excellent organizational, time management, and prioritization skills.
- Strong written, verbal, and interpersonal communication skills.
- Ability to navigate and influence conversations with senior managers and directors.
- Results-oriented mindset with strong problem-solving skills.
PREFERRED SKILLS:
- Experience managing administrative processes, including submitting IT tickets and managing data workflows.
- Proven ability to manage multiple initiatives in a fast-paced environment.
- Strong facilitation and public speaking skills.
- Ability to build effective partnerships across diverse stakeholder groups.
- Comfort with ambiguity and change in a dynamic operational environment.
