Position Overview:
The Manager, Quality & Business Insights reports to the Director, Customer Experience and partners with the contact center, vendor, and automation leadership teams to ensure that overall compliance and customer experience meets company and partner expectations. This role is responsible for supporting the transition from traditional quality monitoring to an AI-driven quality and insights model, leveraging call transcription, AI analysis, and automated scoring capabilities to transform how we measure, evaluate, and improve performance.
Responsible for managing a team of QA Analysts and Business Process Optimization Managers, the Manager will guide the team through a transformation aligned with new AI-enabled capabilities — executing the shift from manual call evaluation to exception-based review, AI output validation, insight generation, and strategic business process optimization. Additionally, this role will leverage its Business Process Optimization Managers to identify and execute on opportunities for sales and revenue growth through improvements in customer retention, cross-selling effectiveness, and operational efficiencies across multiple business functions.
The Manager ensures the highest level of service is being delivered from our internal teams and vendor partners, while executing the future-state operating model that maximizes the value of automation technology to identify business improvement opportunities and drive operational excellence.
Responsibilities:
AI Transformation & Team Evolution
- Support the strategic transition of QA Analysts into redefined roles that leverage AI call transcription, automated scoring, and analytics capabilities.
- Execute the future-state operating model for quality assurance, implementing the shift from manual monitoring to AI-assisted evaluation, exception-based review, and insight-driven coaching.
- Implement training and upskilling plans to equip team members with competencies in AI output validation, prompt engineering, data interpretation, and business process optimization.
- Maintain governance frameworks for AI scoring accuracy, calibration of automated models, and continuous improvement of transcription and analysis tools.
Revenue Growth & Business Process Optimization
- Manage Business Process Optimization Managers to identify, quantify, and pursue opportunities for sales and revenue growth through improved customer retention strategies, cross-sell/upsell effectiveness, and operational process improvements.
- Leverage AI-generated call insights and transcription data to uncover patterns in customer behavior, missed sales opportunities, and retention risk indicators that can be translated into actionable revenue-generating initiatives.
- Support the development of business cases and ROI models for process optimization initiatives with the potential to drive additional revenue and operational efficiency gains.
- Collaborate with sales, marketing, and operations leadership to implement cross-functional improvements that enhance revenue capture across the customer lifecycle.
- Track KPIs and measuring mechanisms to measure the financial impact of optimization initiatives, including retention rate improvements, cross-sell conversion rates, and cost-per-interaction reductions.
- Identify operational inefficiencies across multiple business functions and recommend process redesigns that reduce costs while improving customer outcomes.
QA Operational Management
- Execute day-to-day management of the quality team through regular feedback, one-on-ones, coaching, and personal development plans aligned with evolving role expectations.
- Create and maintain detailed compliance and customer experience criteria correlated to business processes and C-Sat/Dissatisfaction findings, updated to reflect AI-generated scoring parameters.
- Develop meaningful QA reporting that blends AI-generated insights with human analysis to provide trends and recommendations to contact center operations.
- Ensure QA resources are aligned to business needs using a risk-based approach to forecasting and planning — leveraging AI to increase coverage while focusing human expertise on high-impact interactions.
- Implement and operate programs to evaluate precision and accuracy of both AI scoring models and compliance/quality analysts.
- Maintain proper documentation of call performance and associated corrective measures as applicable.
Operational Calibration & Collaboration
- Facilitate monthly QA review and calibration sessions with Management and Director Teams to drive QA performance and improvement opportunities, incorporating AI scoring outputs as a baseline.
- Partner at all levels to ensure agents and Supervisors/Team Leads meet corporate and partner key performance indicators (KPIs).
- Conduct and participate in calibration meetings with both internal and external stakeholders, including calibration of AI models against human evaluation standards.
- Monitor external vendor compliance assurance programs to ensure standards and scoring are aligned with internal measurements, guidelines, and AI-generated benchmarks.
- Collaborate with trainers and other compliance and Quality & Business Insights representatives to establish a positive team environment that supports best-in-class customer service practices.
- Maintain an informal reporting line to the Compliance and Legal teams within the Norwalk HQ location to support audit action items, compliance committee data, and independent reviews.
Reporting, Data Analysis & Business Insights
- Utilize AI transcription and analysis capabilities to create meaningful, data-driven presentations with recommendations and insights to the business.
- Create actionable reporting that surfaces patterns, compliance risks, and coaching opportunities identified through automated call analysis at scale.
- Recommend changes to policies and procedures that drive performance, supported by AI-generated evidence and trend analysis.
- Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
Project Management & Continuous Improvement
- Support the phased implementation roadmap for AI quality tools, including change management, stakeholder communication, and success metrics tracking.
- Develop and initiate standards and methods for AI-assisted scanning and evaluation.
- Interface with other departments and the internal training team to develop and implement training programs as required.
- Support new hire and ongoing training initiatives in relation to compliance and quality, incorporating AI tool proficiency.
- Stay up to date on emerging AI/ML technologies, new products, procedures, and marketing initiatives.
- Initiate or suggest plans to motivate employees to achieve work goals during the transition period.
- Confer with other supervisors to coordinate activities of individual departments.
Essential Functions:
AI Transformation & Team Evolution
Revenue Growth & Business Process Optimization
QA Operational Management
Operational Calibration & Collaboration
Reporting, Data Analysis & Business Insights
Project Management & Continuous Improvement
Job Requirements:
- 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, including 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 (from platforms such as Calabrio, Verint, Nice, or similar platforms).
- Demonstrated ability to support change management initiatives, including redefining roles, upskilling teams, and managing transitions from manual to automated processes.
- 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.
- Ability to manage and maintain a high-performing team through periods of change, while modeling the principles and values of the company.
- Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the company — including translating technical AI concepts for non-technical stakeholders.
- 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, with an understanding of how AI can augment and scale these efforts.
- Good interpersonal, influencing, and team-building skills, particularly in navigating organizational change.
Ability to multi-task, prioritize deliverables, and meet deadlines in a fast-paced, evolving environment.
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range (Chattanooga, TN): $73,656.09 - $98,208.12
Annual Bonus Potential: 10%
HomeServe USA is an equal opportunity employer.
#HUSA #LI-NM1 #LI-ONSITE
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
