THE ROLE & THE TEAM
The Quality Management (QM) Department is central to our commitment to world-class customer support. We drive continuous improvement, set performance standards, and ensure compliance across all Customer Care channels and markets. We are seeking an experienced internal candidate to take ownership of key strategic projects that directly impact service quality and operational efficiency.
As an Expert Quality Management Tooling for the Quality Management Department, you will be the operational owner and governance expert for our quality tooling suite. Your primary focus will be on the successful rollout, adoption, and ongoing performance management of quality tools (such as AI tooling) within Customer Care operations, ensuring they align with our global quality standards. You will serve as the crucial link between the technical Product team and the operational QM and Customer Care teams.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Lead the operational planning, rollout, and post-implementation governance of AI-powered tools (e.g., automated quality scoring, sentiment analysis) within the global Quality Management framework.
Develop and manage the governance structure for AI-driven quality decisions, ensuring fairness, and compliance with internal standards and policies.
Define and monitor operational KPIs and success metrics for quality tooling adoption, accuracy, and impact on overall service quality, reporting findings and driving corrective action plans.
Act as the primary operational liaison with the Product/Tech team, define operational requirements, align on the roadmap (balancing operational urgency with technical feasibility and long term product strategy), feedback on tool performance, and advocate for necessary functional changes.
Create, manage, and deliver comprehensive change management, training, and documentation programs for QM specialists and Customer Care operations teams on the effective use and interpretation of AI quality outputs.
Drive internal calibration and audit processes to validate the outputs of tools against human evaluation standards, ensuring consistency and reliability.
WE’D LOVE TO MEET YOU IF
Proven internal track record in successfully leading small to medium projects, preferably involving technology or large-scale process change.
Direct experience working within our Customer Care environment, specifically with exposure to Quality Assurance, Operations, or Process Improvement.
Solid understanding of standard Quality Management principles (e.g., Six Sigma, Lean) and their practical application in our business context.
Proven experience in managing the operational implementation and governance of complex tools or systems, ideally in an AI/Automation context (Note: technical coding skills are not required).
Understand the basics of AI tooling limitations (e.g. hallucinations, prompt injection, bias) and its impact on governance standards.
Strong analytical ability to translate operational quality data and AI performance metrics into strategic, actionable implementation and governance plans.
Exceptional presentation and communication skills, capable of explaining the operational impact of quality tools to both executive leadership and frontline teams.
