Team Lead - Conversation Intelligence And AI Quality Automation

Job DescriptionTeam Lead – Conversation Intelligence & AI Quality AutomationRole SummaryAvantive 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 ResponsibilitiesSpeech 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 leadershipRequired 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 visualizationContact Center Knowledge• Quality Assurance methodologies • Sales and Service KPIs • Compliance monitoring • Customer Experience metrics • Coaching and performance improvement frameworksEducation & 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 platformsSuccess 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