Director, Quality Assurance
Core
Lead a team to develop, implement, and govern automated Sales, Service, and Advocacy quality assurance capabilities, including automation, analytics, and predictive insights to ensure quality standards and regulatory compliance.
Role type
Director, Quality Assurance (Management)
Builds
Automated QA solutions, quality programs, and predictive insights for sales and service operations
Domain
Insurance / Financial Services / Quality Assurance
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Strategic vision for QA, team leadership, risk control, regulatory compliance, business planning, stakeholder influence, organizational transformation, measurement frameworks, root cause analysis
Preferred skills
QA program development with end-to-end process mapping and automation, transformational QA projects, NICE Call Transcription platform experience, QA AI automation and automated scoring, predictive insights for lines of business, analytics for revenue/loss identification
Technologies
NICE Call Transcription, QA AI automation platforms, predictive analytics tools
Responsibilities
Direct strategic vision for QA alignment with business objectives; oversee quality program execution; lead organizational transformation; define measurement frameworks; deliver QA evaluations and action plans; build and manage a functional team; ensure risk identification and control; advise senior leadership on QA strategy; present to governance committees and regulatory bodies; develop multi-year business plans.
Seniority
Director, strategic leadership with hands-on team management