Director of Quality Intelligence

Job Summary

A company is looking for a Director, Quality Intelligence Programs.

Key Responsibilities

• Lead the Quality Intelligence function and define the long-term vision for quality monitoring
• Establish governance frameworks for data integrity and ensure continuous evolution of the quality platform
• Translate quality insights into actionable coaching, training, and product improvement initiatives

Required Qualifications

• 10+ years of experience in CX, Technology Enablement, Analytics, or Operations, with 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 and CSAT
• Master's degree in Data Science, Business Analytics, Operations, or related fields preferred
• Experience leading data-centric transformation initiatives within large organizations