Manager, QA Member Experience
New
United StatesFull-TimeManager
Salary110,100 - 143,100 USD per year
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Job Details
- Experience
- 7+ years of program management experience in customer experience, contact center operations, or AI deployment. Minimum five (5) years of cross-functional project management experience in financial services, the contact center industry, and/or fraud management is required.
- Required Skills
- AgileArtificial IntelligenceQuality AssuranceChange ManagementBudget managementNLPGenerative AI
Requirements
- Bachelor's Degree in Business or related field, or equivalent experience.
- 7+ years of program management experience in customer experience, contact center operations, or AI deployment.
- Minimum 5 years of cross-functional project management experience in financial services, contact center industry, or fraud management.
- Experience working within Agile environments.
- Strong understanding of Generative AI, NLP (Natural Language Processing) pipelines, and speech analytics.
- Proven leadership skills, organizational skills, problem-solving abilities, and executive presentation skills.
- Proficiency in Word, Excel, and project management software.
- Strong financial acumen and budget management experience.
- Demonstrated experience in change management and leading organizational transformation efforts.
- Ability to travel as needed.
Responsibilities
- Own the delivery of Interaction Intelligence initiatives including call driver insights, CSAT analytics, agent enablement, and QA automation.
- Translate QA AI strategy into actionable workstreams, timelines, and KPIs.
- Serve as the primary liaison between internal teams, stakeholders, and vendors to ensure execution.
- Collaborate with engineers and data scientists to support NLP pipelines and scalable data infrastructure.
- Lead adoption efforts, facilitate training for QA teams, and develop documentation for continuous improvement.
- Establish governance frameworks for AI deployment, including privacy and ethical safeguards.
- Track program KPIs and deliver executive-level updates.
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