Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives.
Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities.
Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements.
Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment.
Advocate for the customer experience using complex data and empathetic framing.
Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources.
Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership.
Support the design and refresh of quality scorecards and evaluation frameworks.

3–5+ years in CX operations, quality management, or program leadership in a dynamic environment
Proven experience synthesizing data into actionable insights or business recommendations
High fluency with contact center metrics (CSAT, NPS, QA scores, escalation trends)
Strong facilitation, presentation, and executive storytelling skills
Experience working cross-functionally with Ops, Product, and/or Vendor Management teams
Familiarity with AI-powered QA tools (NiCE, Maestro, and LorisAI) and sentiment analytics.

Senior Quality Insights Program Manager

Key skills