Set future proof quality process in line with evolution of quality control in the agentic space, frameworks, measures, and report outcomes. Track and scale successes, root-cause problems in design or execution, and ensure business impact.
Utilize automation perspective or machine learning (ML) for quality and positive customer experience.
Share quality assurance insights (e.g., systemic or outlier issues impacting customer experience).
Drive standardization across delivery regions on process and methods so as to ensure consistency in experiences, key performance indicator (KPI) delivery, and leverage economies of scale.
Minimum qualifications:
Bachelor's degree or equivalent practical experience.
5 years of experience in a customer or client-facing role supporting operations.
5 years of experience building relationships with stakeholders or clients.
5 years of experience in identifying issues in processes, creating solutions, and working with cross-functional teams to drive those changes.
Preferred qualifications:
MBA or Master's degree.
5 years of experience analyzing data and generating business insights in order to guide business decisions.
Experience with AI and ML tools or with agentic solutions, with a automation first mindset.
Knowledge of SQL, data, and insights.
Excellent stakeholder management skills, with the ability to work in a cross-functional global and multicultural environment.
