Associate, Quality Strategy & Operations

📋 Description

• • Join the Performance Excellence team at Covey Technologies, Inc., a dynamic group dedicated to revolutionizing how quality is measured across the business. We are transitioning from manual quality assurance processes to sophisticated, intelligent systems designed to meticulously evaluate every customer interaction. Our overarching vision is to establish a fully automated Quality Assurance (QA) program that can seamlessly scale across all critical business functions, including high-stakes areas such as Fraud, Integrity, and Risk management. The systems we build are instrumental in surfacing actionable insights, driving performance improvements, and safeguarding the overall customer experience.
• • In this pivotal role as an Associate, Quality Strategy & Expansion, you will be instrumental in guiding the design, successful rollout, and continuous enhancement of cutting-edge QA systems. These systems are engineered to extend their reach far beyond traditional customer support functions, delving into complex and high-risk operational workflows. You will collaborate closely with a diverse group of talented colleagues across Product, Risk, Machine Learning, and Operations teams. Your responsibilities will include clearly defining needs, providing robust support for execution, and establishing the foundational structures necessary to scale quality programs effectively throughout the entire organization.
• • This position is ideally suited for an individual who possesses exceptional problem-solving skills, a highly structured approach to work, and the ability to navigate and thrive in ambiguous environments. You must be adept at moving with speed and executing tasks with a high degree of precision and accuracy. You will report directly to the Sr. Manager of Quality Strategy & Expansion, operating within the broader Customer Experience organization.
• • A key aspect of your role will involve supporting the strategic planning and operational deployment of advanced QA systems, particularly those leveraging Generative AI (Gen-AI) for customer support interactions. This includes understanding the nuances of AI-driven quality assessment and ensuring smooth integration into existing workflows.
• • You will play a crucial role in translating high-level strategic objectives into detailed, structured workflows and precise requirements. This involves bridging the gap between conceptual goals and tangible operational plans, ensuring clarity and alignment across all stakeholders.
• • A significant part of your contribution will be the development of comprehensive frameworks, essential documentation, and insightful reporting mechanisms. These deliverables are critical for ensuring transparency, fostering accountability, and maintaining a clear understanding of quality metrics and progress across the team and organization.
• • You will have a direct impact on shaping how Covey Technologies measures performance, evaluates issue resolution effectiveness, and assesses the overall customer experience at a large scale. Your insights and contributions will influence the very metrics and methodologies used to gauge success.
• • Contribute actively to the strategic roadmap development for future QA capabilities. This includes participating in technology scoping discussions, identifying potential enhancements, and helping to define the future direction of our quality assurance infrastructure.
• • Leverage critical insights derived from ongoing calibration and dispute resolution workstreams. These insights are invaluable for informing and refining the design and implementation of future automated QA systems, ensuring they are data-driven and effective.
• • This role offers a unique opportunity to be at the forefront of innovation in quality assurance, working with cutting-edge technologies and impacting a critical aspect of the business. You will be empowered to take ownership of projects and drive meaningful change.