Quality and Compliance Lead

Quality and Compliance Lead

Description -

Role Overview
We are seeking a data-driven, strategic Quality Lead to join our centralized Quality Command Center (QCC). In this pivotal role, you will report directly into the QCC leadership, serving as the connective tissue between central quality governance, global frontline operations (assisted support), and our AI Agentic ecosystem.
Operating from the Command Center, you will leverage real-time monitoring, advanced analytics, and structured closed-loop governance to oversee quality across human and automated customer touchpoints. Your focus will be converting raw interaction audits and AI telemetry into strategic intelligence that drives closed-loop performance, reduces friction, and safeguards the global Customer Experience (CX).
Key Responsibilities
1. QCC Governance & Multichannel Quality Framework
Command Center Integration: Represent and execute QCC standards, audit frameworks, and quality mandates across global internal teams, BPO partners, and AI support systems.
Hybrid Quality Rubrics: Maintain and continuously refine scoring frameworks tailored for assisted channels (empathy, resolution, policy) and AI Agentic workflows (intent accuracy, hallucination rates, brand alignment, fallback efficiency).
Global Calibration: Lead command-center-driven calibration sessions to align internal stakeholders, BPO quality leads, and AI product teams on unified evaluation standards.
2. Real-Time Command Center Auditing & Telemetry
Oversee central auditing operations utilizing AI-driven speech/text analytics, real-time command center dashboards, and targeted sampling.
Monitor live AI Agentic interactions and escalation pathways to rapidly identify system anomalies, emerging defect trends, or compliance breaches.
Audit friction points across human-to-AI and AI-to-human handoffs, ensuring seamless continuity in the customer journey.
3. Root Cause Analysis (RCA) & QCC Intelligence
Lead deep-dive Root Cause Analysis (5 Whys, Fishbone, FMEA) on QCC alert triggers, DSAT spikes, and high-effort customer paths.
Dissect systemic failure points: isolate whether defects stem from human agent performance, broken operational policy, or AI model/knowledge base failures.
Synthesize audit data into centralized QCC intelligence reports for executive leadership, operational directors, and AI engineering teams.
4. Closed-Loop Program Management (QCC Core)
Closed-Loop Action Planning (CLAP): Drive end-to-end management of QCC-issued corrective and preventive actions (CAPA) across operations and product teams.
Operational Feedback Loop: Partner with Training and Knowledge Management to translate QCC audit findings into targeted coaching feeds and knowledge updates.
AI & Engineering Feedback Loop: Directly feed AI performance gaps, hallucination trends, and edge cases to Product, Engineering, and Prompt Design teams for model tuning.
Closed-Loop Tracking: Track, verify, and validate the impact of remediation efforts on core business metrics (CSAT, FCR, containment, cost-to-serve).
Required Qualifications & Key Skills
 

Experience & Domain Expertise
Experience: 10+ years in CX Quality Assurance, Operations, or Continuous Improvement, preferably operating within a centralized Quality Command Center (QCC) or centralized QA office.
AI & Automation Literacy: Hands-on experience auditing or managing Generative AI, Agentic AI, or automated support workflows. Deep understanding of conversational AI failure modes (hallucinations, drift, intent misclassification).

Technical & Core Competencies
Command Center & Analytics Tools
Systemic RCA Expertise:
Closed-Loop Program Management: Demonstrated track record of managing CAPA programs and driving cross-functional accountability from detection to resolution.
Soft Skills & Command Center Mindset
High analytical agility—ability to zoom into granular audit data and zoom out to spot high-level operational trends.
Excellent cross-functional orchestration skills to drive action across Ops, Product, Engineering, and Vendor/BPO leadership.
Strong executive presentation and reporting skills.

Education Recommended
• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

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For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"