Executive – Communication Quality Control

About the role

This is a unique opportunity to help build a brand‑new Communication Quality Control discipline from the ground up. As an Executive in CQC you will shape what world‑class quality means for client interactions, define standards and systems, and partner with AI to drive unprecedented efficiency.

Key responsibilities

• Define and evolve world‑class quality standards for live chat, email and emerging channels.
• Audit client interactions, establish baselines for new functions, and turn findings into clear, actionable feedback for agents.
• Design and run transparent dispute and reversal processes that earn trust across the organization.
• Build audit frameworks, SOPs and documentation that scale as the business grows.
• Leverage AI‑powered tools to automate auditing, surface error clusters and provide strategic insights.

Required profile

• Exceptional hands‑on fluency with AI tools and a proactive, builder’s mindset.
• Strong English communication skills, both written and verbal.
• Comfortable using Excel, Google Sheets and data‑visualisation tools.
• Willingness to learn auditing fundamentals and apply them with rigor.

Required skills

• AI tools
• Excel
• Google Sheets
• Data visualization tools