Avantive Solutions
Website:
avantivesolutions.com
Job details:
Job Description
Team Lead – Conversation Intelligence & AI Quality Automation
Role Summary
Avantive Solutions is looking for a Team Lead – Conversation Intelligence & AI Quality Automation to transform traditional contact center quality monitoring into an AI-enabled quality intelligence framework.
The role will work on AI-powered speech analytics solutions, automated call evaluations, analytics queries/models, AI-generated interaction summaries, and conversion of customer conversations into actionable insights improving sales, customer experience, compliance and operations.
Key Responsibilities
Speech Analytics & Conversation Intelligence
• Own configuration and optimization of AI-based speech/conversation analytics platforms
• Build and refine queries, categories, intents, keywords, sentiment indicators and behavioral patterns
• Identify customer trends, process failures, sales opportunities and compliance risks
AI-Based Call Review Automation
• Design automated quality monitoring frameworks
• Convert manual QA scorecards into AI-enabled evaluation models
• Configure automated scoring logic aligned with KPIs and compliance requirements
• Validate AI evaluation accuracy versus manual QA scoring
Generative AI & Call Summarization
• Support implementation of AI-generated call summaries and automated dispositions
• Enable AI coaching insights, next-best-action recommendations and predictive analytics
Reporting & Insights
• Create dashboards covering agent performance, sentiment trends, compliance and operational KPIs
• Convert conversation analytics into actionable recommendations for leadership
Required Skills
• Experience with NICE Nexidia, Verint, CallMiner, Observe.AI, Genesys Cloud AI or similar platforms
• Speech analytics query creation and model optimization
• Automated QA scoring and conversation intelligence
• Sentiment analytics and AI coaching insights
• Understanding of Generative AI, AI summaries and prompt optimization basics
• Power BI, Tableau, Excel analytics and data visualization
Contact Center Knowledge
• Quality Assurance methodologies
• Sales and Service KPIs
• Compliance monitoring
• Customer Experience metrics
• Coaching and performance improvement frameworks
Education & Experience
• Bachelor's degree preferred in Business Analytics, Data Analytics, Computer Science or related field
• 4+ years’ experience in Contact Center Quality, Operations Analytics, CX Analytics or Process Improvement
• Minimum 2 years hands-on experience with speech analytics or AI-based quality monitoring platforms
Success Metrics
• Increase AI-based call evaluation coverage
• Improve AI scoring accuracy
• Reduce manual QA effort
• Identify quality and sales improvement opportunities
• Improve customer experience metrics
• Reduce compliance defects
Click on Apply to know more.
