Manager Quality & Insights - Call Center Operations

Manager, Quality & Insights - Operations

Reports To: Director, Quality & Insights

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides best-in-class support, service, repair, replacement, and delivery worldwide. This role resides within Customer Solutions and supports customer-facing solutions ranging from claims processing to technical support.

At Asurion, we foster a culture that rewards results, encourages innovation, and empowers team members to make a difference. The Manager, Quality Operations plays a critical role in enabling the Quality organization to scale through strong operational rigor, advanced reporting, and data-driven storytelling that informs strategic decisions.

JOB OVERVIEW:

The Manager, Quality Operations & Insights is responsible for owning the intake, prioritization, execution, and delivery of Quality related requests and initiatives , while ensuring outputs are supported by accurate data, strong reporting, and clear insights.

This role serves as the central point of coordination for Quality work , partnering with stakeholders to understand needs, translating requests into actionable plans, assigning work across Quality teams, and ensuring delivery through completion.

In addition, this role leads the development of executive ready Quality reporting and data storytelling , synthesizing large volumes of quality data into clear insights, trends, and recommendations that drive business decisions. The role also leverages AI tools (e.g., ChatGPT, Microsoft Copilot) to enhance analysis, reporting efficiency, and insight generation, while ensuring responsible and compliant use of enterprise data.

DUTIES & RESPONSIBILITIES:

Intake Management & Stakeholder Partnership

• Serve as the primary point of contact for Quality related intake requests from stakeholders across Operations, Client Services, and Support teams.

• Meet with stakeholders to understand business needs, define scope, and translate requests into actionable deliverables.

• Triage and assign intake requests to the appropriate Quality teams (Operations, Analytics, Strategy & Governance) based on scope and priority.

• Own intake requests end-to-end, ensuring visibility, progress tracking, and timely delivery.

• Communicate status updates, risks, and outcomes to stakeholders throughout the lifecycle of each request.

Reporting, Data Analysis & Storytelling

• Design, build, and maintain Power BI dashboards and reports that provide clear visibility into quality performance and trends.

• Utilize SQL and other data tools to extract, manipulate, and validate data from multiple systems.

• Synthesize large and complex datasets into clear, concise, and visually compelling insights for executive audiences.

• Develop presentations and reporting decks that effectively communicate trends, risks, and opportunities.

• Identify new insights, patterns, and opportunities within quality data that may not be immediately visible to stakeholders.

AI Utilization & Data Governance

• Leverage AI tools (e.g., ChatGPT, Microsoft Copilot) to support data analysis, reporting development, and insight generation.

• Apply strong judgment in determining appropriate use of AI tools, ensuring compliance with company data security, privacy, and governance policies.

• Understand limitations of large language models (LLMs) and validate outputs for accuracy before use in business decisions.

• Identify opportunities to incorporate AI into Quality workflows to improve efficiency and scalability.

Quality Operations & Program Support

• Maintain oversight of all active Quality initiatives, ensuring alignment, prioritization, and execution across teams.

• Track and report on calibration results, identifying trends and opportunities to improve scoring consistency.

• Partner with Quality leadership to improve operational workflows, reporting processes, and scalability of Quality programs.

• Ensure data accuracy, consistency, and governance across quality systems and reporting outputs.

QUALIFICATIONS:

• Bachelor's degree or equivalent combination of education and relevant work experience.

• 3+ years of experience in data analytics, reporting, or operations roles.

• Strong SQL skills with the ability to extract, manipulate, and validate data.

• Advanced experience with Power BI (or similar tools) for dashboard creation and data visualization.

• Proven ability to synthesize large datasets into actionable insights and executive-level summaries.

• Experience managing stakeholder relationships and driving work from intake through delivery.

• Strong analytical, problem-solving, and organizational skills.

• Demonstrated experience using AI tools (e.g., ChatGPT, Microsoft Copilot) in a business environment.

• Experience in a call center or customer experience environment.

PREFERRED SKILLS:

• Familiarity with quality assurance programs and scoring methodologies.

• Strong storytelling and presentation skills with the ability to influence decision-making.

• Understanding data governance, privacy, and appropriate use of AI/LLMs in a corporate environment.

• Experience working in cross-functional, matrixed environments.

• Continuous improvement mindset with focus on scalability and efficiency.