Director of AI-Driven Customer Experience & QA

Leeds Professional Resources; North Palm Beach (FL); On-site; USD 120,000 - 170,000; Full time

Job summary

Leeds Professional Resources seeks a senior leader to build and drive a comprehensive customer experience and quality assurance program. You will own service standards, monitoring, and the tools that help teams deliver a consistent client experience.

You will lead cross-functional programs across channels, implement VoC processes, and partner with IT to enhance CRM, reporting, and data visibility. Expect to develop coaching, dashboards, and executive-ready insights that drive measurable

Qualifications

• 7-10 years of progressive leadership experience in customer service or quality assurance.
• At least three years leading quality assurance or customer experience programs.
• Experience implementing customer service technologies and quality management systems.
• Experience developing KPIs, dashboards, and executive reporting.
• Strong analytical, communication, presentation, and change management skills.

Responsibilities

• Develop and lead customer experience and quality assurance programs across communication channels.
• Establish quality standards, evaluation processes, and Voice of Customer programs.
• Evaluate and implement customer service technologies, including quality monitoring and analytics.
• Partner with IT to improve CRM functionality, reporting, and data visibility.
• Build dashboards and track customer satisfaction and service metrics.
• Develop coaching and training programs to strengthen team performance and accountability.
• Investigate escalated concerns and lead corrective actions.
• Present performance trends and improvement recommendations to leadership.

Skills

Leadership

Customer service

Analytics

Change management

KPIs & dashboards

Tools

Salesforce

Zendesk

HubSpot

Power BI

Tableau

AI quality monitoring

Job description

Leeds Professional Resources seeks a senior leader to build and drive a comprehensive customer experience and quality assurance program. You will own service standards, monitoring, and the tools that help teams deliver a consistent client experience.

You will lead cross-functional programs across channels, implement VoC processes, and partner with IT to enhance CRM, reporting, and data visibility. Expect to develop coaching, dashboards, and executive-ready insights that drive measurable