Director, Quality And Performance

Summary

Join Angi as the Director of Quality & Performance and lead the transformation of our quality and performance excellence programs. You will champion a shift to a strategic function leveraging cutting-edge technology and AI for continuous improvement. Provide leadership and strategic direction to an operational team, developing and implementing innovative solutions to analyze data and generate actionable insights. You will own feedback loops to various teams and stakeholders. This role requires a change agent with a passion for quality and data-driven decision-making. The position offers a competitive salary, bonus, equity, and comprehensive benefits.

Requirements

• Bachelor's degree in Business, Statistics, or a related field
• 5+ years of leadership experience in an analytical role within operations, preferably in a customer service or contact center environment
• Extensive experience with speech analytics, text analytics, and other analytics tools
• Strong knowledge of generative AI and its applications in quality assurance and customer experience management
• Exceptional leadership, communication, and interpersonal skills
• Ability to translate complex data into actionable insights and strategic recommendations
• Strong analytical and problem-solving skills, with a proven track record of driving process improvements and achieving measurable results

Responsibilities

• Define and champion the vision for a data-driven quality and performance program that drives excellent customer experiences and delivers tangible business results
• Develop and implement a comprehensive strategy for the Operations organization, incorporating emerging trends in quality assurance, data analytics, and AI
• Establish a framework for measuring and monitoring quality and performance and implement systems that drive continuous improvement
• Provide strategic direction and mentorship, fostering a culture of excellence, data driven decision making, and individual growth, while encouraging the exploration of new tools and approaches
• Collaborate with the team’s people leaders to set performance goals, provide coaching and development opportunities, and ensure the team is equipped to execute the team’s strategy effectively
• Lead the development and implementation of advanced analytics and AI-powered solutions to analyze rep performance and customer interaction data, identify trends, and extract meaningful insights
• Drive the adoption of data visualization and reporting tools to communicate key findings and recommendations to stakeholders across the organization
• Collaborate with cross-functional teams (Training, Business, Product, Operations) to translate data-driven insights into actionable improvements
• Implement scalable rep coaching tools and practices to maintain manager alignment, ensure feedback delivery and track performance impact

Benefits

• The salary band for this position ranges from $160,000 to $225,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living
• This position will be eligible for a competitive year end performance bonus & equity package
• Full medical, dental, vision package to fit your needs
• Flexible vacation policy; work hard and take time when you need it
• Pet discount plans & retirement plan with company match (401K)
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world