Optomi · 2 weeks ago
Contact Center Quality Transformation Lead - 100% Remote
United States
Full-time
Remote
Senior Level
7+ years expOptomi is seeking a Contact Center Quality Transformation Lead to modernize their enterprise contact-center Quality Assurance program. This role emphasizes strategy, design, and leadership, focusing on enhancing quality practices through analytics, automation, and AI-enabled solutions.
Information TechnologyRecruiting
Responsibilities
Evaluate and redesign the existing contact-center quality framework to create a modern, scalable, analytics-driven model
Lead quality transformation initiatives that reduce manual effort and improve scoring consistency through automation and AI-enabled approaches
Partner with Data Analytics and Technology teams to expand automated quality scoring and insight generation
Translate business needs into clear quality, analytics, and platform requirements
Align Quality, Operations, and Technology stakeholders around quality standards, governance, and calibration
Ensure quality insights integrate into dashboards and reporting tools (e.g., Power BI / Power Platform) to support coaching and leadership decision-making
Establish and maintain quality governance, compliance, and continuous-improvement practices
Provide thought leadership and guidance on contact-center quality best practices
Qualification
Required
7+ years of experience in Quality Assurance, with senior-level, lead, or consultative responsibilities
Strong background in contact-center quality programs, quality monitoring, or agent evaluation (not limited to testing or IVR execution)
Experience modernizing, redesigning, or scaling QA programs in an enterprise environment
Familiarity with contact-center quality platforms such as NiCE/CXone or similar tools (Verint, Calabrio, CallMiner, Observe.AI)
Proven ability to use data, analytics, and automation to drive quality improvements
Experience collaborating with cross-functional teams including Operations, IT, and Data Analytics
Strong communication and stakeholder-management skills in complex enterprise environments
Company
Optomi
OPTOMI is an IT staffing firm that serves its consultants, clients, and employees through its consultant-focused approach.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Todd Black
Co-Founder & Board Member
Amber Castleberry
Vice President of Talent
Recent News
2025-09-24
2024-05-31
2024-05-24
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