AI Quality & Insights Lead

Woolworths Ltd.; Bayside; Hybrid; AUD 95,000 - 125,000; Full time

Benefits offered by this job

Team discounts

Rewards program

Global career opportunities

Work from anywhere policy

Wellbeing programs (Sonder app)

Job summary

Woolworths Group is seeking a Quality Assurance & Insights Specialist to connect raw data with business improvements and ensure the AI platform remains reliable. You will identify friction in the customer journey and provide teams with clear directions to enhance customer experience.

The role requires experience with AI-driven QA or speech analytics, plus a background in contact centre operations and data storytelling for stakeholders. A flexible, inclusive environment awaits.

Qualifications

• Experience with AI-driven QA or speech analytics platforms.
• Proven ability to translate data into actionable briefs for non-technical stakeholders.
• Experience in high-volume contact centre environments with operational metrics like AHT, FCR, NPS.

Responsibilities

• Continuous AI calibration: audit and refine AI scoring logic to align with Customer 1st strategy.
• Deliver weekly and monthly performance deep-dives to leadership highlighting drivers of NPS and FCR.
• Coordinate with L&P to convert knowledge gaps into training assets (KB updates, micro-learning).
• Provide data-driven coaching blueprints to Team Leaders for targeted interaction improvements.
• Ensure governance: visibility of privacy and regulatory requirements via automated flags and spot-checks.
• Train Team Leaders on interpreting AI data and dashboard usage.
• Identify and escalate systemic friction points to Product/Process owners.

Skills

Conversational AI

QA Tech

Contact Centre Ops

Data storytelling

Stakeholder alignment

Education

Bachelor's Degree in Business/Data Analytics/Psychology

Job description

Woolworths Group is seeking a Quality Assurance & Insights Specialist to connect raw data with business improvements and ensure the AI platform remains reliable. You will identify friction in the customer journey and provide teams with clear directions to enhance customer experience.

The role requires experience with AI-driven QA or speech analytics, plus a background in contact centre operations and data storytelling for stakeholders. A flexible, inclusive environment awaits.