Quality Lead - Metro Manila

Role DetailsType of Support: Quality AssuranceContract Duration: Full timeTraining Schedule: 10 am to 7pm Manila TimeWork Schedule: 10 am to 7pm Manila TimeWork type and Location: Hybrid, Metro ManilaExpected start date: December 15, 2025About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.Join us at Crescendo, and let’s build the future of customer experience together.The RoleWe are seeking an experienced and data-driven AI Insights Lead to oversee and elevate our AI Insights operations across multiple partner programs. In this role, you will lead a team of AI Insights Specialists responsible for analyzing and optimizing AI-powered customer interactions. You will provide strategic guidance, mentorship, and operational leadership to ensure data-driven decision-making, actionable insights, and measurable improvements to AI-driven customer experiences.As an AI Insights Lead, you will collaborate closely with cross-functional stakeholders, including Quality, Operations, Training, Knowledge Management, and Engineering, to translate insights into meaningful business outcomes. You will act as a bridge between data analytics and execution, ensuring the effectiveness, scalability, and quality of AI insights delivery across partners.What You’ll Do:Leadership and Strategy:Lead, coach, and develop a team of AI Insights Specialists, fostering continuous learning, innovation, and collaborationOversee workload allocation, prioritization, and quality standards within the AI Insights teamSet clear expectations and establish best practices for insight generation, reporting, and presentationCollaborate with partner stakeholders to align insights strategy with business objectives and customer experience goalsPartner with internal leaders (Quality, Operations, AIDE, and Data Science) to enhance the value and visibility of AI insightsData Analysis and Insights:Oversee the analysis of large datasets of AI-driven customer interactions, including conversation transcripts, chat logs, and feedbackGuide the identification of trends, patterns, and emerging issues impacting AI bot performance and customer sentimentEnsure consistent measurement of KPIs and the accuracy of dashboards that track performance across partners and botsValidate insights generated by the team to ensure relevance, accuracy, and business impact. Reporting and Visualization:Ensure the team delivers clear, actionable, and visually engaging reports and presentations to internal and external stakeholdersReview and refine data storytelling to ensure insights drive decision-making at all organizational levelsMaintain and continuously improve visualization standards using approved data tools and methods. Cross-Functional Collaboration and Bot Optimization:Work closely with AI Deployment Engineers (AIDEs) and product teams to operationalize insights that improve AI models and conversation flowsCoordinate feedback loops between AI Insights, Quality, and Training teams to ensure systemic learning and improvementPartner with program leads to propose and implement changes that enhance overall AI and CX performance. Customer Experience and Advocacy:Represent the voice of the customer in data-driven discussions and initiatives. Champion improvements in AI behavior and customer experience based on insightsfrom data and human reviewStay current with AI, analytics, and customer experience trends to guide innovation and continuous improvement across the teamWhat We Expect From You:Currently serving (or previously served) as an AI Insights Specialist, Quality Lead, or equivalent leadership role within PartnerHero or a comparable environment2+ years of experience in data analysis, AI optimization, or CX insights1+ year of experience managing or mentoring a team. solutions.Tech-savvy, with proficiency in multiple QMS platforms, Google Suite, and SlackStrong proficiency in data analysis tools and techniquesExperience with data visualization platformsFamiliarity with AI and machine learning concepts as applied to conversational AIKnowledge of customer service principles, operational metrics, and best practicesExcellent analytical and problem-solving skillsStrong communication and presentation abilities, including data storytellingAbility to quickly learn and absorb new technologies, partner processes, and toolsProactive attitude and growth mindset, always looking for new problems to solveOrganized and effective manager of time, capable of prioritizing competing tasksDemonstrated ability to lead, motivate, and coach a team while balancing performance and development needsStrong collaboration and relationship-building skills across diverse teamsStrategic thinker who can balance detail-oriented analysis with big-picture planning. What You’ll Get In Return:Hybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision optionsAccess to free posture-based fitness workouts from home Paid Sabbatical LeaveTraining and professional development opportunitiesCompany Culture Is At Our CoreCore values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.Care for others: Empathy is a key driver. When people thrive, so does the missionEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forwardManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s nextTake ownership: Bold choices with integrity at the core—that’s how impact lastsBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learningCrescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.PRIVACY NOTICECrescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.Powered by JazzHRlkIGTuEhvW