Quality Insights Lead

📋 Description

• Provide daily support for Quality programs.
• Design and oversee deep-dive projects for regional QIA teams to drive service improvements
• Execute QI and ad-hoc after-action reviews.
• Use transaction monitoring insights to develop targeted continuous improvement initiatives for
• Utilize AI-driven conversation intelligence solutions, such as Observe.AI, to oversee and analyze
• Convert machine-generated insights from AI-assisted monitoring into strategic service enhancements

🎯 Requirements

• 4-6 years of Customer Experience management experience in a rapidly growing partner network
• Experience working in a QA Specialist or related role
• Working knowledge of contact center end to end processes
• Working knowledge of customer service assessment tools, i.e., Net Promoter System
• Working knowledge of google suite, including sheets
• Experience leading, inspiring and motivating others to meet goals and metrics

🎁 Benefits

• Base pay range shown is annualized, inclusive of allowances and subject to change.
• May be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel