Job
Description
Position: Senior Director/Director Interaction Analytics Deployment and CE Strategy Reports to: VP – Training, Quality and Operational Risk / Fraud Management Location: India (Hyderabad) POSITION SUMMARY: The Associate Director of Interaction Analytics will lead the development and execution of a next-generation, technology-driven quality strategy grounded in the principles of Quality 3.0. This role will be pivotal in deploying and managing an enterprise-level interaction analytics platform across multiple clients, embedding AI-powered insights into operational and quality practices. The ideal candidate will bring deep expertise in customer experience analytics, speech and text analytics, and process improvement methodologies. 1. Strategy and Deployment a. Design and implement a technology-based Quality 3.0 strategy centered on interaction analytics as the foundation of automated quality evaluations. b. Lead the end-to-end deployment of interaction analytics platforms across all applicable voice, chat, email, and social channels. c. Ensure the integration of CRM, CSAT/NPS, and survey data for a unified view of customer and agent performance. 2. Quality Intelligence and Insight Generation a. Enable automated evaluations to scale QA coverage across 100% of interactions. b. Lead the analysis of interaction patterns to uncover trends, identify root causes of underperformance, and discover opportunities for experience improvement. c. Partner with Human Quality teams to feed analytics-driven insights into calibrations, root cause documentation, and coaching playbooks. 3. Collaboration with Quality and Operational Analytics a. Serve as the strategic bridge between human-led QA and the Operational Analytics team, enabling advanced statistical analysis (e.g., regression, correlation, process mining). b. Drive journey mapping and voice-of-customer analysis through integrated data outputs from interaction analytics tools. 4. Governance, Enablement, and Evangelism a. Establish governance protocols for keyword libraries, sentiment rules, category frameworks, and data tagging strategies. b. Build enablement programs for Quality Analysts, Team Leads, and Operations Managers to self-serve insights and take action. c. Act as a change champion for quality modernization across internal and client-facing stakeholders. REQUIREMENTS 1. B2H/C1 in Berlitz or equivalent standards 8+ years of experience in Quality, Customer Experience, or Analytics roles within BPO or customer contact operations. 3+ years of leadership experience deploying interaction analytics platforms (e.g., Verint, NICE Nexidia, CallMiner, Observe.AI). Expertise in quality strategy, customer experience analysis, and root cause methodologies (e.g., 5 Whys, Fishbone, SIPOC). Strong understanding of advanced analytics concepts; familiarity with operational analytics, predictive modeling, or data visualization tools (e.g., Power BI, Tableau) is a plus. Excellent communication and stakeholder management skills, with the ability to translate technical findings into actionable business recommendations. Experience working with global teams and multi-client environments. Six Sigma certification (Green Belt or higher) Experience leading analytics initiatives in a multi-channel contact center environment Background in managing vendor relationships with interaction analytics providers
