Sr. Manager, Quality & Insights

Mabalacat, Pampanga
Permanent
Full-time

1 month ago

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 delivers best-in-class support, service, repair, replacement, and delivery worldwide. This role sits within Customer Solutions and provides strategic quality leadership for client-facing programs spanning major carriers and retail partners.At Asurion, we foster a culture that rewards results, encourages innovation, and empowers leaders to drive meaningful outcomes. The Senior Manager, Quality & Insights – Hub plays a critical leadership role in shaping how quality is delivered, scaled, and experienced across key clients and retail programs.PURPOSE AND DESCRIPTION:The Senior Manager, Quality & Insights – Hub is responsible for strategic oversight of day-to-day quality operations across major client programs, including AT&T, Verizon, and Retail/Small Clients. This role ensures consistent execution of quality standards, strong client partnerships, and the development of scalable support plans that align with enterprise quality strategy.As a senior leader, this role bridges client expectations, operational execution, and enterprise quality capabilities. The Senior Manager partners closely with Client Services, Operations, and Quality AI teams to translate listening insights and client feedback into actionable improvements while ensuring quality methods, calibration practices, and insights are consistent and trusted.KEY RESPONSIBILITIES:Operations Delivery & Governance

Provide strategic oversight and direction to Quality Managers leading client-specific quality operations for AT&T, Verizon, and Retail/Small Client programs.
Ensure consistent execution of listening strategies, calibrations, and quality standards across all supported programs.
Guide managers in managing client-specific nuances while maintaining enterprise quality integrity.

Operational Insights & Scalability

Establish and scale a disciplined approach to translating listening trends, quality data, and client feedback into actionable, reliable insights.
Build team capability to consistently identify risks, opportunities, and experience drivers across programs.
Ensure insights are actionable, repeatable, and aligned to business and client priorities.

Cross-Functional & Client Partnership

Serve as the primary Quality liaison for Client Services for supported programs.
Manage and prioritize client quality requests, escalations, and deliverables.
Partner with Quality AI and Analytics teams to support model development, validation, and enterprise-level insights.
Collaborate with Operations, Training, and other support functions to drive quality and experience improvements.

People Leadership & Capability Building

Coach, develop, and mentor client-facing Quality Managers, ensuring consistent leadership behaviors and quality methodologies.
Drive alignment to standardized rubrics, calibration practices, and feedback models across programs.
Build a strong leadership bench capable of scaling quality delivery across clients and geographies.

QUALIFICATIONS & CORE COMPETENCIES:

3+ years of quality leadership experience, preferably in a call center or customer experience environment.
Strong client-facing presence with proven facilitation and influence skills.
Demonstrated experience leading leaders and managing complex, multi-client environments.
Strong ability to translate operational data and listening insights into executive-ready narratives and action plans.
Proven ability to operate cross-functionally and drive alignment across diverse stakeholder groups.
Results-oriented mindset with strong judgment and decision-making capability.

PREFERRED QUALIFICATIONS:

Experience supporting large enterprise or carrier clients (e.g., telecommunications).
Familiarity with AI-enabled quality programs or advanced analytics environments.
Experience operating in matrixed organizations with shared services and enterprise governance.

Asurion

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