Director of Quality Insights & Analytics

Main Activities and Responsibilities

• Develop and execute a comprehensive centralised quality strategy aligned with global business objectives and specific call centre performance goals.
• Analyse quality trends, speech analytics data, and industry benchmarks to identify performance gaps and recommend innovative, technology-driven solutions.
• Design and oversee quality monitoring programs, including transaction monitoring, customer sentiment analysis, and compliance auditing across diverse campaigns.
• Leverage modern quality technologies such as speech and text analytics, automated scoring (AQM), and real‑time reporting dashboards to ensure monitoring effectiveness and scale.
• Ensure quality feedback loops are updated, relevant, and engaging—focusing on behavioural coaching insights, product knowledge gaps, and systemic process improvements.
• Lead, mentor, and develop the centralised team of Quality Managers and Quality Analysts...