Job DescriptionTeam Lead – Conversation Intelligence & AI Quality AutomationRole Summary

Avantive Solutions is looking for a Team Lead – Conversation Intelligence & AI Quality Automation to transform traditional contact center quality monitoring into an AI-enabled quality intelligence framework.

The role will work on AI-powered speech analytics solutions, automated call evaluations, analytics queries/models, AI-generated interaction summaries, and conversion of customer conversations into actionable insights improving sales, customer experience, compliance and operations.

Key Responsibilities

Speech Analytics & Conversation Intelligence

- Own configuration and optimization of AI-based speech/conversation analytics platforms
- Build and refine queries, categories, intents, keywords, sentiment indicators and behavioral patterns
- Identify customer trends, process failures, sales opportunities and compliance risks

AI-Based Call Review Automation
- Design automated quality monitoring frameworks
- Convert manual QA scorecards into AI-enabled evaluation models
- Configure automated scoring logic aligned with KPIs and compliance requirements
- Validate AI evaluation accuracy versus manual QA scoring

Generative AI & Call Summarization
- Support implementation of AI-generated call summaries and automated dispositions
- Enable AI coaching insights, next-best-action recommendations and predictive analytics

Reporting & Insights




- Create dashboards covering agent performance, sentiment trends, compliance and operational KPIs
- Convert conversation analytics into actionable recommendations for leadership

Required Skills

- Experience with NICE Nexidia, Verint, CallMiner, Observe.AI, Genesys Cloud AI or similar platforms
- Speech analytics query creation and model optimization
- Automated QA scoring and conversation intelligence
- Sentiment analytics and AI coaching insights
- Understanding of Generative AI, AI summaries and prompt optimization basics
- Power BI, Tableau, Excel analytics and data visualization

Contact Center Knowledge

- Quality Assurance methodologies
- Sales and Service KPIs
- Compliance monitoring
- Customer Experience metrics
- Coaching and performance improvement frameworks

Education & Experience
- Bachelor's degree preferred in Business Analytics, Data Analytics, Computer Science or related field
- 4+ years’ experience in Contact Center Quality, Operations Analytics, CX Analytics or Process Improvement
- Minimum 2 years hands-on experience with speech analytics or AI-based quality monitoring platforms

Success Metrics

- Increase AI-based call evaluation coverage
- Improve AI scoring accuracy
- Reduce manual QA effort
- Identify quality and sales improvement opportunities
- Improve customer experience metrics
- Reduce compliance defects

📌 Team Lead - Conversation Intelligence And AI Quality Automation (Delhi)
🏢 Avantive Solutions
📍 Delhi