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.

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.

• 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.

• 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.
• Leadershi…