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About the role
Team Lead Conversation Intelligence & AI Quality Automation Role Summary Avantive Solutions is looking for a Team Lead Conversation Intelligence & AI Quality Automation to transform traditional contact center quality monitoring into an AI-enabled quality intelligence framework. The role will work on AI-powered speech analytics solutions, automated call evaluations, analytics queries/models, AI-generated interaction summaries, and conversion of customer conversations into actionable insights improving sales, customer experience, compliance and operations. Key Responsibilities Speech Analytics & Conversation Intelligence Own configuration and optimization of AI-based speech/conversation analytics platforms Build and refine queries, categories, intents, keywords, sentiment indicators and behavioral patterns Identify customer trends, process failures, sales opportunities and compliance risks AI-Based Call Review Automation Design automated quality monitoring frameworks Convert manual QA scorecards into AI-enabled evaluation models Configure automated scoring logic aligned with KPIs and compliance requirements Validate AI evaluation accuracy versus manual QA scoring Generative AI & Call Summarization Support implementation of AI-generated call summaries and automated dispositions Enable AI coaching insights, next-best-action recommendations and predictive analytics Reporting & Insights Create dashboards covering agent performance, sentiment trends, compliance and operational KPIs Convert conversation analytics into actionable recommendations for leadership Required Skills - Experience with NICE Nexidia, Verint, CallMiner, Observe.AI, Genesys Cloud AI or similar platforms Speech analytics query creation and model optimization Automated QA scoring and conversation intelligence Sentiment analytics and AI coaching insights Understanding of Generative AI, AI summaries and prompt optimization basics Power BI, Tableau, Excel analytics and data visualization - Contact Center Knowledge - Quality Assurance methodologies Sales and Service KPIs Compliance monitoring Customer Experience metrics Coaching and performance improvement frameworks Education & Experience - Bachelor's degree preferred in Business Analytics, Data Analytics, Computer Science or related field 4+ years experience in Contact Center Quality, Operations Analytics, CX Analytics or Process Improvement Minimum 2 years hands-on experience with speech analytics or AI-based quality monitoring platforms Success Metrics - Increase AI-based call evaluation coverage Improve AI scoring accuracy Reduce manual QA effort Identify quality and sales improvement opportunities Improve customer experience metrics Reduce compliance defects .