AI-Driven Quality & Insights Manager

HomeServe USA; Chattanooga (TN); On-site; USD 74,000 - 98,000; Full time

Job summary

HomeServe USA in Chattanooga, TN seeks a Manager of Quality and Business Insights to lead the AI-enabled transformation of QA and analytics. You will manage QA Analysts and BP Optimization Managers, guiding the shift from manual evaluation to automated, exception-based review and insight-driven coaching.

You will drive opportunities for sales growth, retention improvements, and cross-sell effectiveness across multiple functions while partnering with operations and vendor teams to maximize

Qualifications

• 7+ years in a management capacity operating in a contact center environment.
• Minimum 5+ years managing a contact center quality team through transformation or technology changes.
• Experience implementing AI-powered quality tools, call transcription platforms, or automated scoring systems.
• Working knowledge of AI and ML concepts as applied to speech analytics and automated quality evaluation.
• Ability to implement metrics-driven plans and ROI modeling.
• Strong communication skills to translate technical AI concepts for non-technical stakeholders.

Responsibilities

• Lead AI transformation and team evolution leveraging AI scoring and analytics.
• Oversee revenue growth and process optimization initiatives through retention and cross-sell improvements.
• Manage QA operations and ensure alignment with compliance and AI outputs.
• Collaborate with vendors and internal teams to calibrate AI models and maintain governance.
• Develop data-driven insights and business cases with ROI considerations.

Skills

People management

Change management

AI concepts

Data analysis

Communication

Process improvement

ROI modeling

Project management

Education

Bachelor's or Master's degree in a related field

Tools

Calabrio

Verint

Nice

MS Office

Job description

HomeServe USA in Chattanooga, TN seeks a Manager of Quality and Business Insights to lead the AI-enabled transformation of QA and analytics. You will manage QA Analysts and BP Optimization Managers, guiding the shift from manual evaluation to automated, exception-based review and insight-driven coaching.

You will drive opportunities for sales growth, retention improvements, and cross-sell effectiveness across multiple functions while partnering with operations and vendor teams to maximize