Quality Lead - Metro Manila

Role Details

Type of Support: Quality Assurance
Contract Duration: Full time
Training Schedule: 10 am to 7pm Manila Time
Work Schedule: 10 am to 7pm Manila Time
Work type and Location: Hybrid, Metro Manila
Expected start date: December 15, 2025

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.
 

The Role

We are seeking an experienced and data-driven AI Insights Lead to oversee and elevate our AI Insights operations across multiple partner programs. In this role, you will lead a team of AI Insights Specialists responsible for analyzing and optimizing AI-powered customer interactions. You will provide strategic guidance, mentorship, and operational leadership to ensure data-driven decision-making, actionable insights, and measurable improvements to AI-driven customer experiences.

As an AI Insights Lead, you will collaborate closely with cross-functional stakeholders, including Quality, Operations, Training, Knowledge Management, and Engineering, to translate insights into meaningful business outcomes. You will act as a bridge between data analytics and execution, ensuring the effectiveness, scalability, and quality of AI insights delivery across partners.
 

What You’ll Do:

• Leadership and Strategy:
  • Lead, coach, and develop a team of AI Insights Specialists, fostering continuous learning, innovation, and collaboration.
  • Oversee workload allocation, prioritization, and quality standards within the AI Insights team.
  • Set clear expectations and establish best practices for insight generation, reporting, and presentation.
  • Collaborate with partner stakeholders to align insights strategy with business objectives and customer experience goals.
  • Partner with internal leaders (Quality, Operations, AIDE, and Data Science) to enhance the value and visibility of AI insights
    .
• Data Analysis and Insights:
  • Oversee the analysis of large datasets of AI-driven customer interactions, including conversation transcripts, chat logs, and feedback.
  • Guide the identification of trends, patterns, and emerging issues impacting AI bot performance and customer sentiment.
  • Ensure consistent measurement of KPIs and the accuracy of dashboards that track performance across partners and bots.
  • Validate insights generated by the team to ensure relevance, accuracy, and business impact.
     
• Reporting and Visualization:
  • Ensure the team delivers clear, actionable, and visually engaging reports and presentations to internal and external stakeholders.
  • Review and refine data storytelling to ensure insights drive decision-making at all organizational levels.
  • Maintain and continuously improve visualization standards using approved data tools and methods.
     
• Cross-Functional Collaboration and Bot Optimization:
  • Work closely with AI Deployment Engineers (AIDEs) and product teams to operationalize insights that improve AI models and conversation flows.
  • Coordinate feedback loops between AI Insights, Quality, and Training teams to ensure systemic learning and improvement.
  • Partner with program leads to propose and implement changes that enhance overall AI and CX performance.
     
• Customer Experience and Advocacy:
  • Represent the voice of the customer in data-driven discussions and initiatives.
    Champion improvements in AI behavior and customer experience based on insights
  • from data and human review.
  • Stay current with AI, analytics, and customer experience trends to guide innovation and continuous improvement across the team

What We Expect From You:

• Currently serving (or previously served) as an AI Insights Specialist, Quality Lead, or equivalent leadership role within PartnerHero or a comparable environment.
• 2+ years of experience in data analysis, AI optimization, or CX insights.
• 1+ year of experience managing or mentoring a team.
  solutions.Tech-savvy, with proficiency in multiple QMS platforms, Google Suite, and Slack.
• Strong proficiency in data analysis tools and techniques.
• Experience with data visualization platforms
• Familiarity with AI and machine learning concepts as applied to conversational AI.
• Knowledge of customer service principles, operational metrics, and best practices.
• Excellent analytical and problem-solving skills.
• Strong communication and presentation abilities, including data storytelling.
• Ability to quickly learn and absorb new technologies, partner processes, and tools.
• Proactive attitude and growth mindset, always looking for new problems to solve.
• Organized and effective manager of time, capable of prioritizing competing tasks.
• Demonstrated ability to lead, motivate, and coach a team while balancing performance and development needs.
• Strong collaboration and relationship-building skills across diverse teams.
• Strategic thinker who can balance detail-oriented analysis with big-picture planning.
   

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

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