Senior Manager, AI-Driven Quality Enablement

Socket.dev; Glastonbury (CT); On-site; USD 83,000 - 121,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Employee stock purchase plan

Generous PTO

Wellness programs

Job summary

Travel Insured International, a Crum & Forster company, is hiring a Quality Enablement Senior Manager to lead technology-enabled quality assurance, including transcript quality, conversation insights, and AI governance across contact center and claims operations.

You will oversee standards, remediation, and continuous improvement, partnering with Operations, Claims, Training, IT, Marketing, and vendor partners to translate quality data into measurable business value.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 8+ years in QA, contact center, claims, analytics, or related ops.
• 2+ years leading people.
• Insurance industry experience required.
• Experience with quality monitoring tools, speech analytics, or dashboards.

Responsibilities

• Own technology-enabled quality monitoring and workflows.
• Improve output quality and alignment with business needs.
• Maintain standards for quality outputs across teams.
• Lead a team supporting Quality Management and enablement workflows.
• Translate quality data into actionable insights for Ops, Claims, Training, Marketing.
• Set priorities and coach team members to ensure consistent output.

Skills

Bachelor's degree

8+ years experience

2+ years leadership

Insurance industry experience

Quality monitoring tools

Speech analytics

Analytical skills

Communication skills

Problem solving

Translate findings

Define standards

Collaboration

Adaptability

Technical aptitude

Education

Bachelor's degree in Business, Analytics, Information Systems, Computer Science, or related field

Tools

Quality monitoring tools

Speech analytics

Conversation intelligence platforms

Operational dashboards

Job description

Travel Insured International, a Crum & Forster company, is hiring a Quality Enablement Senior Manager to lead technology-enabled quality assurance, including transcript quality, conversation insights, and AI governance across contact center and claims operations.

You will oversee standards, remediation, and continuous improvement, partnering with Operations, Claims, Training, IT, Marketing, and vendor partners to translate quality data into measurable business value.