Director of Quality Insights & Analytics

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.**Main Activities and Responsibilities:*** Develop and execute a comprehensive centralised quality strategy aligned with global business objectives and specific call centre performance goals.* Analyse quality trends, speech analytics data, and industry benchmarks to identify performance gaps and recommend innovative, technology-driven solutions.* Design and oversee quality monitoring programs, including transaction monitoring, customer sentiment analysis, ...