Define and execute the long-term vision for quality monitoring as a data intelligence function
Own the integrity and reliability of all quality-related data flowing into the central customer intelligence base
Translate model outputs into insights that inform coaching, training, and product improvement
Oversee configuration and management of speech and text analytics, including taxonomy evolution and sentiment weighting
Serve as the strategic bridge between CXO, tech, and executive leadership

10+ years of experience in CX, Technology Enablement, Analytics, or Operations, including 5+ years in a senior leadership role
Strong working knowledge of speech and text analytics, NLP concepts, and AI model lifecycle governance
Proven ability to manage complex, cross-system programs involving CRM, CSAT, telephony, and workforce management systems
Familiarity with API orchestration, data pipeline design, and cloud data environments
Masters degree in Data Science, Business Analytics, Operations or related fields preferred

Director, Quality Intelligence Programs

Key skills