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Job Description
- Drive human and AI-powered quality operations, ensure all partners are held accountable for delivering on specific quality and customer experience metrics.
- Establish mechanisms to pre-empt poor customer experiences across AI and human surfaces, lead root cause analysis (RCA) to fix systemic issues within the ecosystem.
- Invest in continuous learning and knowledge democratization to ensure the team can drive exceptional quality insights across complex AI and human user journeys.
- Develop and manage efficient quality frameworks, leverage AI/automation solutions for enhanced error detection, correction, and prevention.
- Build and strengthen relationships with cross-functional partners (e.g., L2, SDM, COE) to identify and execute on opportunities that improve the total customer journey.