Full-Time
Manager Quality & Insights
Call Center Operations
Posted on 5/16/2026
Asurion
10,001+ employees
Device protection and tech support provider
No salary listed
United States
In Person
 Customer Experience & Support (1) |
|---|
- 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
- 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.
- 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.
- 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.
- 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.
- 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
Asurion provides protection plans and tech support for a wide range of consumer electronics and appliances. Customers buy protection plans, and when a device is lost, stolen, or damaged they file a claim; Asurion arranges repair or replacement, often within one business day, through a network of service partners. The company differentiates itself with large-scale partnerships with wireless carriers, retailers, and pay-TV providers, offering coverage across many devices and fast turnaround times along with added services like roadside assistance. Its goal is to provide affordable, reliable protection and support for consumer technology worldwide by leveraging its partner network to reach a vast customer base and quickly resolve device issues.
Company Size
10,001+
Company Stage
Debt Financing
Total Funding
$4.3B
Headquarters
Nashville, Tennessee
Founded
1994
Simplify's Take
What believers are saying
- TechAssist expands recurring revenue into connected-home bundles beyond handset insurance.
- Domestic & General adds UK and Europe appliance care reach.
- Cebu expansion lowers service costs while scaling support capacity.
What critics are saying
- Carrier partners control distribution and can pressure pricing at contract renewal.
- Domestic & General integration can disrupt service quality and margins.
- OEMs and carriers can internalize support, reducing Asurion's attach rates.
What makes Asurion unique
- Embedded carrier partnerships give Asurion massive distribution at low acquisition cost.
- Asurion spans phones, smart home devices, and appliances across one service platform.
- AI-enabled support and unified platforms deepen Asurion beyond traditional protection plans.
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6 month growth
↓ -2%1 year growth
↓ -2%2 year growth
↓ -2%Cahill represented the administrative agent and lead arrangers in connection with a $2.4 billion refinancing and incremental amendment to the existing Term B credit facility for Asurion
Asurion agrees to buy cvc-backed UK warranty provider D&G. Asurion LLC has agreed to acquire UK warranty business Domestic & General Group Ltd. as the US company looks to expand its business and geography. Nashville, Tennessee-based Asurion is buying D&G from CVC Capital Partners Plc and the Abu Dhabi...
Asurion, a global technology care provider, has reached a definitive agreement to acquire Domestic & General, one of Europe's largest appliance care providers. The deal aims to establish Asurion as a comprehensive provider for connected devices and appliances in homes worldwide. Asurion currently serves over 230 million customers globally, with more than half holding recurring subscriptions. The acquisition will expand its presence in the $154 billion connected home devices market whilst extending its geographic reach and channel partnerships. Domestic & General brings over 110 years of appliance care experience and a repair network of more than 25,000 independent engineers across the UK and Europe. The combined company will leverage Asurion's digital capabilities, including predictive diagnostics and AI-powered service, to deliver faster, more seamless customer experiences. Financial terms of the transaction were not disclosed.
Sparklight(R) launches TechAssist to simplify connected living. News provided by. PHOENIX, Oct. 17, 2025 /PRNewswire/ - From smart thermostats that won't sync, to printers that won't connect, many households are feeling overwhelmed by their smart tech. Sparklight(R), a leading broadband communications provider, is stepping in to help with the launch of TechAssist, a new on-demand service that helps customers set up, troubleshoot and get the most out of their connected devices - from security cameras and gaming consoles to smart TVs and other Wi-Fi-enabled technology. With more than 20 connected devices in the average Sparklight home, it's no surprise that families are running into compatibility issues, tricky setups and time-consuming troubleshooting. TechAssist gives customers quick access to live, U.S.-based experts who can help get everything working together, so they can spend less time fixing and more time enjoying their technology. "We know how frustrating it can be when a smart device stops working or won't connect, and how overwhelming it can feel trying to get it working again," said Tony Mokry, Senior Vice President of Residential Services at Sparklight. "That's why Sparklight teamed up with Asurion to bring our customers TechAssist. It's one more way we're delivering on our promise to provide a total, seamlessly connected experience, helping customers get the most out of the devices they rely on every day without stress or wasted time." TechAssist is available in three plan levels, starting at $10 per month for live support with everyday connectivity issues and extending to expanded options that also cover repairs and replacements for home entertainment, computers and smart home devices. The top tier, TechAssist Complete, includes accidental damage protection for portable tech, including tablets and wearables, giving families a worry-free way to keep their devices running. All plans provide access to live experts seven days a week, with no limit on the number of support requests. To learn more about TechAssist, visit sparklight.com/techassist. For more information about Sparklight's high-speed internet services, visit www.sparklight.com and business.sparklight.com and follow the company on Facebook, Instagram, LinkedIn and X. About Sparklight Sparklight is a leading broadband communications provider delivering exceptional service and enabling more than 1 million residential and business customers across 24 states to thrive and stay connected to what matters most. Through Sparklight(R), the brand our customers know and trust, we're not just shaping the future of connectivity - we're transforming it with a commitment to innovation, reliability and customer experience at our core. Our robust infrastructure and cutting-edge technology don't just keep our customers connected; they help drive progress in education, business and everyday life. We're dedicated to bridging the digital divide, empowering our communities and fostering a more connected world. When our customers choose Sparklight, they are choosing a team that is always working for them - one that believes in the relentless pursuit of reliability, because being a trusted neighbor isn't just what we do - it's who we are.
Asurion announces agreement with Sparklight(R) to launch TechAssist plans simplifying home tech protection and support. NASHVILLE, Tenn. - Oct. 17, 2025 - Asurion(R), the global leader in tech care, today announced a new agreement with leading broadband communications provider Sparklight(R) to deliver TechAssist, a suite of tech protection and support plans designed to give customers peace of mind for the devices they rely on most. Whether customers want to protect all their favorite tech devices or just want someone to call when tech issues arise, there is a TechAssist plan to meet their needs. A plan for every household. * TechAssist provides live, expert support for everyday tech issues with TVs, computers, gaming systems, wearables, smart speakers, and nearly any other home tech device. * TechAssist Protect includes all the support of TechAssist, plus protection for home entertainment devices like TVs, gaming consoles, soundbars, speakers, and headphones. Coverage includes mechanical and electrical failures as well as accidental damage for eligible portable devices - with no registration or receipts required. * TechAssist Complete is the most comprehensive plan, combining the support and protection of TechAssist and TechAssist Protect with added coverage for smart devices and home office essentials, including computers, tablets, printers, smart watches, thermostats, doorbells, and more. Tech help starting day one. With every plan, customers get access to expert tech support starting on day one of enrollment, while device protection coverage begins on day 31. Support is available seven days a week, with no limit to how many times a customer can call for help. Trusted tech care experts. With thousands of experts nationwide, plus an industry-leading logistics network, Asurion resolves millions of tech issues each year across thousands of device types - helping customers set up, protect, repair, or replace the technology they depend on. "It's a tremendous privilege to be trusted with partners' customer experiences - and one we don't take lightly," said Wendy Lowenthal, VPGM of Client Services at Asurion. "For customers, there's so much value and comfort in having a go-to contact when tech troubles interrupt life, and we're proud to be the ones on the other end of the phone, helping them navigate those moments with empathy and expertise." For more information, visit: www.asurion.com/partner/sparklight/. About Asurion. Its journey in tech care began with cellphone insurance, back when consumers' biggest tech worry was a lost or broken phone. Decades later, Asurion, LLC is still dedicated to caring, but now Asurion, LLC look after all the essential devices that power your life - tablets, computers, TVs, game consoles, smart speakers, fitness trackers, video doorbells, and nearly everything in between. With thousands of experts nationwide and hundreds of local repair shops, all supported by the most advanced supply chain in the industry, Asurion, LLC has proudly cared for millions of customers with thousands of different devices. From setup, troubleshooting, repairs, or replacements, Asurion, LLC get your favorite tech back up and running, often as soon as the same day. Asurion is ready to help however you need it - online, over the phone, in your neighborhood, or even at your doorstep. Connected Home