Quality Design Specialist

We are seeking a Quality Design Specialist to join our Global Quality Transformation team. This practitioner-level role operates at the intersection of AI-powered quality automation and operational excellence. You will serve as the connective tissue between AI product and frontline operations, implementing and tuning Automated Quality Monitoring (AQM) tools (such as Fuel AQM and Level AI) and operationalizing Voice of the Customer (VOC) Copilots across assigned programs.

Key Responsibilities

• AQM Implementation & Configuration: Lead end-to-end deployment of AQM tools, from scorecard design to go-live, ensuring >90% alignment between AI output and human evaluation.
• VOC Copilot Deployment: Configure and activate VOC Copilot workflows, including sentiment tagging and insight aggregation, while tracking utilization metrics like hours saved and CSAT correlation.
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