AI-Driven CX Quality Transformation Lead

JazzWorld

Lahore

Hybrid

PKR 2,000,000 - 4,500,000

Full time

4 days ago

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Job summary

JazzWorld in Lahore/Islamabad seeks an Expert – Quality Excellence & CX Transformation to lead AI-powered quality monitoring and journey governance across voice, chat, email, WhatsApp, and self-service channels. You will shape the quality framework, drive analytics, and ensure regulatory compliance while improving customer experience and operational performance.

You will partner with CX, IT, Product and Operations to implement end-to-end quality programs, calibrate evaluation methods, and use

Qualifications

7+ years in contact centre quality management, CX, learning & development or service excellence with AI-enabled quality transformation.
Bachelor's or Master’s degree in Business, IT, Engineering or related field.
Hands-on experience with contact centre platforms (Genesys, Avaya, NICE, Verint, Salesforce) and QA/speech analytics.
Strong knowledge of QA methodologies, scoring, sampling and calibration.

Responsibilities

Lead AI-enabled quality monitoring and intelligent audit models for compliance and customer effort.
Own QA frameworks, scorecards and standards across multiple channels.
Govern quality across chatbots and self-service to ensure consistent experiences.
Use analytics to identify journey friction, escalations and churn risks; deliver predictive insights.
Lead root-cause analysis, journey reviews and action planning to improve digital adoption and outcomes.
Track quality metrics (FCR, AHT, CSAT, NPS, CES) and report trends and impact.
Develop AI-assisted learning programs and measure effectiveness via the Kirkpatrick model.
Maintain knowledge base, QA docs and training materials; establish governance and outsource QA oversight.