• Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives. • Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities. • Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements. • Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment. • Advocate for the customer experience using complex data and empathetic framing. • Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources. • Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership. • Support the design and refresh of quality scorecards and evaluation frameworks.