We’re seeking a passionate and data-driven Specialist, Quality & Voice of Customer to elevate the customer experience across all contact center channels, such as email, live voice, chat and social media. In this role, you’ll partner with internal and external stakeholders to drive continuous improvement in quality and customer satisfaction, ensuring we consistently exceed expectations. You’ll be a champion for the customer, leveraging data analysis, performance monitoring, and a deep understanding of quality and branding standards to identify opportunities and implement impactful solutions.

What You’ll Do

• Identify and champion opportunities to leverage automation and AI to enhance quality assurance processes and improve overall efficiency.
• Utilize speech-to-text analytics to uncover customer and agent insights, identify emerging performance trends, and drive continuous quality and operational improvements.
• Monitor KPI performanc...