When a customer contacts support, they don't know if they're talking to a human or an AI agent. They just know whether their problem got solved and whether they felt heard. That experience is being checked consistently. That's where you come in.
This is a quality assurance and change validation role, not a supervisory one. You're the control layer between how fast CX is scaling and what customers actually experience. Your headline metric is “restoring audit coverage to target capacity — reaching monthly audits, ATA reviews, and coaching targets sustained across the full period” — but the real scope is bigger: you're the only role that audits both human agents and AI agents against the same standard, you validate every new process before it touches a customer, and you keep vendor quality honest by auditing the auditors themselves. As AI takes a larger share of conversations, you become the basis for every scale-up decision.
You'll love this role if you...
This role goes through a structured interview process designed to assess both your technical expertise and your analytical thinking. You'll also complete a work sample exercise that reflects the real shape of the role.
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