Quality Enablement, Senior Manager

Crum & Forster Company Overview

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

Travel Insured International, a Crum & Forster company, is hiring for a Quality Enablement Manager.

Job Description

The Quality Enablement Senior Manager serves as the business owner for technology-enabled quality assurance, which includes transcript quality, conversation insights, AI control governance and quality workflow optimization across Travel Insured International’s contact center and claims operations. This role is responsible for ensuring quality outputs are accurate, trusted, governed, and operationally useful. The Manager leads standards, optimization, adoption, and continuous improvement efforts while overseeing a team supporting quality activities. This position partners closely with Operations, Claims, Training, IT, Marketing, Customer Insights, and vendor partners to improve quality outcomes, strengthen governance, and translate quality data into measurable business value.

What YOU will do:

• Own the business effectiveness of technology-enabled quality monitoring, transcript workflows, and conversation insight capabilities.
• Review and improve output quality, usability, and alignment with business needs.
• Ensure a closed feedback loop of error detection and correction.
• Identify recurring issues, workflow gaps, and quality risks, and drive remediation.
• Monitor key performance indicators such as transcript usability, scoring accuracy, calibration consistency, and issue trends.
• Define and maintain standards for acceptable quality outputs across operational, coaching, analytics, and compliance-related use cases.
• Create practical guidelines for how quality output should be used, reviewed, and validated with a hybrid quality model of human and AI.
• Maintain documentation, controls, issue tracking, and governance practices for quality enablement workflows.
• Translate quality data and conversation trends into actionable insights for Operations, Claims, Training, Marketing, and Customer Insights.
• Identify customer pain points, service friction, coaching opportunities, and process improvement themes.
• Develop and present scorecards, dashboards, and business updates that demonstrate performance, adoption, and value realization.
• Provide day-to-day leadership and oversight for a team supporting Quality Management and enablement workflows.
• Set priorities, assign work, monitor quality of output, and ensure timely follow-up on issues and enhancements.
• Coach and develop team members to build consistency, accountability, and capability.
• Support a collaborative, service-oriented, and improvement-focused team environment.
• Oversee business-side configuration, workflow optimization, and operational support for quality enablement tools and processes.
• Ensure updates, enhancements, and changes are tested, documented, and communicated effectively.
• Other duties as assigned.

What YOU will bring to C&F:

• Bachelor’s degree in Business, Analytics, Information Systems, Computer Science, or related field, or equivalent experience.
• 8+ years of experience is required, preferably in quality assurance, contact center operations, claims operations, business analytics, or related operational functions.
• 2+ years of experience in leading people is required.
• Insurance industry experience required.
• Experience with quality monitoring tools, speech analytics, conversation intelligence platforms, or operational dashboards required.
• Experience evaluating transcripts, summaries, classifications, automated scoring, or similar outputs required.
• Strong analytical, communication, and problem-solving skills.
• Ability to translate findings into clear business language.
• Ability to define standards, measure outcomes, and drive adoption across teams.
• Leadership and accountability
• Analytical thinking and attention to detail
• Strong communication and presentation skills
• Collaboration and partnership mindset
• Sound business judgment
• Adaptability and continuous improvement focus
• Technical aptitude with quality and analytics platforms

#LI-MS

#LI-REMOTE

What C&F will bring to you

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• A core C&F tenet is supporting your career development, so we provide a wealth of ways for you to keep learning, which may include tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

If you require special accommodations, please let us know. We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodations, please let us know. Belonging at C&F, is a mindset. It’s about fostering a culture of inclusion and connection, where everyone feels valued, heard, and empowered to thrive and where our social impact efforts help strengthen the communities where we live and work.

For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/  for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $82,700 to a maximum of $121,200. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.