Manager, QA & Speech Analytics

Job Description

Job Description

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary

Reporting to our Director, Contact Center Operations, the Manager, QA & Speech Analytics at Oncourse Home Solutions leads the strategic direction and daily operations of the QA function within the contact center, ensuring compliance, service excellence, and continuous improvement. This role oversees internal QA teams and vendor partners, while also managing the implementation and optimization of speech analytics tools to drive actionable insights. The manager plays a key role in enhancing customer experience, coaching effectiveness, and operational performance.

This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to :

• Lead and manage the QA team, including QA analysts and outsource vendor team.
• Oversee the implementation, configuration, and optimization of speech analytics platforms to extract actionable insights from customer interactions.
• Manage relationships with QA outsourcing partners, ensuring adherence to quality standards, contractual obligations, and performance metrics.
• Develop and maintain QA policies, procedures, and monitoring frameworks aligned with client and regulatory requirements.
• Conduct root cause analysis and collaborate with training and operations teams to address performance gaps.
• Partner with legal and compliance teams to ensure scripting and call handling meet all regulatory standards.
• Provide regular reporting and insights to leadership on QA performance, trends, and opportunities for improvement.
• Collaborate with cross-functional teams to drive initiatives that improve customer satisfaction and operational efficiency.
• Support the development of training programs based on QA findings and agent development needs.
• Monitor and evaluate the effectiveness of QA processes and tools, recommending enhancements as needed.
• Lead calibration sessions with internal and external stakeholders to ensure scoring consistency and alignment.
• Develop and maintain automated quality monitoring processes to ensure consistent and scalable evaluation of agent performance
• Leverage speech analytics to identify trends, compliance risks, coaching opportunities, and customer sentiment across all contact center interactions.
• Collaborate with IT and vendor partners to ensure speech analytics tools are properly integrated with CRM and telephony systems.
• Create and maintain keyword libraries, scorecards, and dashboards within the speech analytics platform to support business objectives.
• Continuously evaluate and enhance QA processes, tools, and methodologies to drive operational excellence and customer satisfaction.

We’re Excited If This Is You

Experience and Qualifications of the Role

Computer Skills Needed to Perform the Job

Education

Certificates, Licenses, Registrations

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $78,965 - $111,480 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies

Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future-oriented; can create competitive and breakthrough strategies and plans.

Developing Direct Reports : Provides challenging and stretching tasks and assignments; holds frequent development discussions; constructs compelling development plans and executes them; pushes direct reports to accept developmental moves; is a people builder.

Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in his / her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Performance Management : Consistently recognizes and rewards excellent performance and addresses performance issues head-on, without delay. Manages individuals situationally based on the person’s skill level, work style, and areas of opportunity.

Communicate Effectively : Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Innovation Management : Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.

Change Management : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; can comfortably handle risk and uncertainty.

No external recruiter or agency calls / communication will be accepted. Qualified candidates should apply online.