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

Requirements

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

Benefits

equity awards based on experience, performance and location

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

speech analyticstext analyticsNLPAI model lifecycle governanceAPI orchestrationdata pipeline designcloud data environmentsdata intelligencequality monitoringcustomer intelligence

Soft Skills

leadershipstrategic thinkingcommunicationcoachingtraininginsight generationcross-system program managementcollaborationproblem-solvingorganizational skills

Certifications

Masters degree in Data ScienceMasters degree in Business AnalyticsMasters degree in Operations