Quality Lead
Description -
Role Overview
We are seeking a data-driven, strategic Quality Lead to join our centralized Quality Command Center (QCC). In this pivotal role, you will report directly into the QCC leadership, serving as the connective tissue between central quality governance, global frontline operations (assisted support), and our AI Agentic ecosystem.
Operating from the Command Center, you will leverage real-time monitoring, advanced analytics, and structured closed-loop governance to oversee quality across human and automated customer touchpoints. Your focus will be converting raw interaction audits and AI telemetry into strategic intelligence that drives closed-loop performance, reduces friction, and safeguards the global Customer Experience (CX).
Key Responsibilities
1. QCC Governance & Multichannel Quality Framework
Command Center Integration: Represent and execute QCC standards, audit frameworks, and quality mandates across global internal teams, BPO partners, and AI support systems.
Hybrid Quality Rubrics:
Maintain and continuously refine scoring frameworks tailored for assisted channels (empathy, resolution, policy) and AI Agentic workflows (intent accuracy, hallucination rates, brand alignment, fallback efficiency).
Global Calibration: Lead command-center-driven calibration sessions to align internal stakeholders, BPO quality leads, and AI product teams on unified evaluation standards.
2. Real-Time Command Center Auditing & Telemetry
Oversee central auditing operations utilizing AI-driven speech/text analytics, real-time command center dashboards, and targeted sampling.
Monitor live AI Agentic interactions and escalation pathways to rapidly identify system anomalies, emerging defect trends, or compliance breaches.
Audit friction points across human-to-AI and AI-to-human handoffs, ensuring seamless continuity in the customer journey.
3. Root Cause Analysis (RCA) & QCC Intelligence
Lead deep-dive Root Cause Analysis (5 Whys, Fishbone, FMEA) on Q
📌 Quality Lead (Bengaluru)
🏢 Hp
📍 Bengaluru