Quality & Insights Manager — Lead CX Quality & Analytics

Asurion; Cebu City; Hybrid; PHP 1,400,000 - 2,200,000; Full time

Job summary

Asurion is seeking a Manager, Quality & Insights to lead quality programs within Customer Solutions. You will oversee coaches and analysts across locations, design performance metrics, and drive improvements in quality scorecards and governance.

The role emphasizes training, collaboration with senior stakeholders, and delivering on quality KPIs. The position requires a Bachelor’s degree (or two years of college), 2+ years of data analytics, and 2+ years of people leadership in quality, with 3+

Qualifications

• Bachelor’s degree or two years in college from an accredited institution.
• 2+ years of experience performing analytical duties, including tracking, managing, and interpreting data.
• 2+ years of people leadership experience in quality.
• 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.

Responsibilities

• Lead and develop on-site and remote Quality & Insights Coaches and Leads, who oversee Analysts across multiple locations.
• Partner with cross-functional stakeholders to design, implement, and refine performance measurements.
• Own the execution and improvement of Quality scorecards, listening strategies, and governance standards.
• Provide training on new and existing Quality systems, scorecards, tools, and procedures.
• Recruit, evaluate, and develop Quality Coaches and Analysts; support professional development.
• Improve quality reporting to identify trends, risks, and opportunities across customer interactions.
• Measure and communicate impact of Quality initiatives on operational KPIs.
• Deliver against established Quality KPIs and ensure accountability.
• Coordinate training to ensure adoption of Quality initiatives across the organization.
• Lead listening sessions to demonstrate quality standards and best-in-class customer experience.
• Facilitate calibration sessions to align to Quality standards.
• Autonomously manage day-to-day Quality operations, including staffing and rollout of new initiatives.

Skills

Leadership

Cross-functional collaboration

Executive presence

Business acumen

Relationship building

Autonomous work

Project management

Program management

Quality program leadership

Education

Bachelor’s degree

Job description

Asurion is seeking a Manager, Quality & Insights to lead quality programs within Customer Solutions. You will oversee coaches and analysts across locations, design performance metrics, and drive improvements in quality scorecards and governance.

The role emphasizes training, collaboration with senior stakeholders, and delivering on quality KPIs. The position requires a Bachelor’s degree (or two years of college), 2+ years of data analytics, and 2+ years of people leadership in quality, with 3+