We are seeking a Quality Design Specialist to join our Global Quality Transformation team. This practitioner-level role operates at the intersection of AI-powered quality automation and operational excellence. You will serve as the connective tissue between AI product and frontline operations, implementing and tuning Automated Quality Monitoring (AQM) tools (such as Fuel AQM and Level AI) and operationalizing Voice of the Customer (VOC) Copilots across assigned programs.
Key Responsibilities
- AQM Implementation & Configuration: Lead end-to-end deployment of AQM tools, from scorecard design to go-live, ensuring >90% alignment between AI output and human evaluation.
- VOC Copilot Deployment: Configure and activate VOC Copilot workflows, including sentiment tagging and insight aggregation, while tracking utilization metrics like hours saved and CSAT correlation.
- Quality Framework Design: Translate manual QA scorecards into AI-compatible evaluation structures, leading calibration sessions to align AI scoring logic with human judgment.
- Stakeholder Coordination: Partner with Operations Directors and QA Team Leads to integrate AI insights into coaching workflows, producing impact reports and surfacing risks like data access blockers or accuracy plateaus.
Qualifications
- 3+ years of experience in contact center quality management, QA analysis, or quality operations.
- Demonstrated experience working with AI or automated quality monitoring tools in a production environment.
- Bachelor's degree in Business Administration, Data Analytics, Operations Management, or equivalent.
- C1+ oral and written English proficiency.
- Preferred: Experience with coaching platforms or speech analytics; Six Sigma Yellow Belt or equivalent process improvement certification.
