AI-Driven Contact Center QA Lead

COGENT Infotech; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Cogent InfoTech seeks a Contact Center QA/QC Supervisor - NICE to lead a QA/QC team across multiple channels, leveraging AI and automation to enhance processes and outcomes. The role reports to senior leadership and focuses on coaching, performance reviews, and data-driven improvements in customer interactions.

The ideal candidate will drive calibration, AI-informed quality reviews, and cross-functional collaboration with Training and Operations to address trends and skill gaps, ensuring

Qualifications

• 3–5 years of experience in QA/QC or supervision.
• Experience with call monitoring software (Nice/Verint/Five9).
• Familiarity with AI-powered QA platforms or willingness to learn.
• Strong written and verbal communication.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Valid driver’s license.

Responsibilities

• Supervise daily operations of the QA/QC team, including scheduling and workload delegation.
• Conduct coaching sessions, performance appraisals, and development plans.
• Support hiring, onboarding and training initiatives, including upskilling staff on AI tools.
• Promote a high-performance team culture through motivation, recognition, and accountability.
• Develop, maintain, and implement QA programs, SOPs, and scorecards including AI-based monitoring.

Skills

Effective communication

3-5 years experience

Leadership

Education

Bachelor's degree or equivalent

Tools

Nice

Verint

Five9

AI-powered QA platforms

Microsoft Office Suite

Job description

Cogent InfoTech seeks a Contact Center QA/QC Supervisor - NICE to lead a QA/QC team across multiple channels, leveraging AI and automation to enhance processes and outcomes. The role reports to senior leadership and focuses on coaching, performance reviews, and data-driven improvements in customer interactions.

The ideal candidate will drive calibration, AI-informed quality reviews, and cross-functional collaboration with Training and Operations to address trends and skill gaps, ensuring