Lead Quality Analyst

Conduent • Gates, NY

3d • $85,470 - $111,000 • Remote

About The Position

We are seeking a Lead Quality Analyst to lead a team of Quality Analysts while transforming quality operations through the practical use of AI and automation. This role combines people leadership, quality governance, process improvement, and AI enablement to reduce manual effort, improve consistency, and modernize day-to-day QA responsibilities.

Requirements

• Bachelor’s degree or equivalent experience in Quality Assurance, Operations, Business, or a related field.
• 5+ years of experience in quality assurance, quality analytics, or operational excellence, with team leadership experience preferred.
• Strong experience managing QA teams, scorecards, audits, coaching programs, and performance reporting.
• Demonstrated interest or experience in AI tools, workflow automation, prompt design, process digitization, or intelligent analytics.
• Strong analytical, problem-solving, and stakeholder management skills.
• Experience with QA platforms, reporting tools, spreadsheets, dashboards, and process documentation.
• Experience implementing AI-assisted workflows in customer service, contact center, operations, or compliance environments.
• Familiarity with tools for automation, business intelligence, transcription, summarization, and workflow orchestration.

Responsibilities

• Serve as the primary client point of contact for quality-related activities, including leading discussions during SIT and UAT, walking clients through test cases, clarifying test coverage and expected results, coordinating feedback, and ensuring timely communication, issue follow-up, and alignment between client expectations and the QA team.
• Lead, coach, and manage a team of Quality Analysts, including workload planning, performance management, training, and career development.
• Own the strategy for adopting AI tools to automate routine QA activities such as call/chat/email reviews, summarization, categorization, scoring support, trend detection, root cause tagging, reporting, and documentation.
• Identify inefficiencies in current QA workflows and redesign processes to improve speed, consistency, and accuracy.
• Partner with operations, training, compliance, and technology teams to evaluate, implement, and optimize AI-enabled QA solutions.
• Build governance around AI usage, including prompt standards, human review controls, accuracy measurement, bias monitoring, and data/privacy compliance.
• Use analytics to identify quality gaps, coaching opportunities, process risks, and automation opportunities.
• Present findings, recommendations, and progress updates to leadership.
• Develop comprehensive test strategies, test plans, test cases, and test scripts for Genesys Cloud CX and Dynamics 365 solutions.
• Define functional, integration, system, regression, performance, and UAT testing approaches.
• Ensure traceability between business requirements, user stories, and test cases.
• Participate in requirement reviews and design walkthroughs to identify test scenarios early in the development lifecycle.
• Functional and integration testing MS Dynamics 365 features and Genesys CX (Call routing, IVR flows etc.)
• Log, track, prioritize, and retest defects using Azure DevOps. Work with development teams to troubleshoot and resolve issues.
• Participate in performance, load, and scalability testing.
• Validate system response times and user experience.

Benefits

• Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one.
• Retirement Savings: Robust programs to help you secure your financial future.
• Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Paths for advancement within a global organization.
• Paid Training: Learn while you earn with award-winning learning platforms.
• Paid Time Off: Competitive PTO packages to help you recharge.
• Great Work Environment: Join an award-winning culture that values diversity and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior