Lead AI-Driven Quality & Automation Analyst

Conduent; United States; Remote; USD 85,000 - 111,000; Full time

Benefits offered by this job

Health & Welfare Benefits

Retirement Savings

Employee Discounts

Career Growth Opportunities

Paid Training

Paid Time Off

Great Work Environment

Job summary

Conduent is seeking a Lead Quality Analyst to head a team of QA professionals and drive quality operations through AI and automation. You will lead client discussions, oversee AI-enabled QA initiatives, and collaborate with cross-functional teams to improve process efficiency and governance.

The role emphasizes hands-on quality assurance leadership, development of test strategies for Genesys Cloud CX and Dynamics 365, and governance of AI usage.

Qualifications

• Bachelor’s degree or equivalent experience in Quality Assurance, Operations, Business, or a related field.
• 5+ years of experience in quality assurance, quality analytics, or operational excellence, with team leadership experience preferred.
• Strong experience managing QA teams, scorecards, audits, coaching programs, and performance reporting.
• Demonstrated interest or experience in AI tools, workflow automation, prompt design, process digitization, or intelligent analytics.
• Strong analytical, problem-solving, and stakeholder management skills.
• Experience with QA platforms, reporting tools, spreadsheets, dashboards, and process documentation.
• Experience implementing AI-assisted workflows in customer service, contact center, operations, or compliance environments.
• Familiarity with tools for automation, business intelligence, transcription, summarization, and workflow orchestration.

Responsibilities

• Serve as the primary client contact for quality activities, including SIT/UAT discussions and test coverage.
• Lead, coach, and manage a team of Quality Analysts with workload planning and performance management.
• Own the strategy for adopting AI tools to automate QA tasks like reviews, summarization, and reporting.
• Identify inefficiencies in QA workflows and redesign processes for speed and accuracy.
• Collaborate with operations, training, compliance, and technology teams on AI-enabled QA solutions.
• Build governance around AI usage including prompts, human review controls, and data privacy compliance.
• Use analytics to identify quality gaps, coaching opportunities, and automation options.
• Present findings and progress updates to leadership.
• Develop test strategies, plans, cases, and scripts for Genesys Cloud CX and Dynamics 365.
• Define functional, integration, system, regression, performance, and UAT testing approaches.
• Ensure traceability between requirements, user stories, and test cases.
• Participate in requirement reviews and design walkthroughs to surface test scenarios early.
• Functional and integration testing of MS Dynamics 365 features and Genesys CX.
• Log, track, and retest defects using Azure DevOps; collaborate with dev teams to resolve issues.
• Participate in performance, load, and scalability testing.
• Validate system response times and user experience.

Skills

Quality Assurance

Team Leadership

AI Tools

Stakeholder Mgmt

QA Platforms

Reporting Tools

Process Documentation

AI-assisted Workflows

Education

Bachelor's degree

Tools

Genesys Cloud CX

Dynamics 365

Azure DevOps

Job description

Conduent is seeking a Lead Quality Analyst to head a team of QA professionals and drive quality operations through AI and automation. You will lead client discussions, oversee AI-enabled QA initiatives, and collaborate with cross-functional teams to improve process efficiency and governance.

The role emphasizes hands-on quality assurance leadership, development of test strategies for Genesys Cloud CX and Dynamics 365, and governance of AI usage.