Global QI (Quality Insights) Associate Manager (CL8)

What you'll do

The Global Quality Improvement Lead is responsible for building and maintaining the operational requirements for Regional QI and Hybrid QA Leads to execute on their daily rhythms, manage the accountability systems for those daily rhythms, and be the primary point of contact for program reporting and communication. The Global QI Lead is the key operational owner for Quality Improvement program success.

Voice of Customer/Voice of Seller insights

• Deliver on global insights based on call data
• Leverage the right tools for accurate assessment of call data
• Measure adoption of sales motions at a weekly cadence, produce trend analyses at the end of sales motion period
• Produce clear "so what" narratives for leaders with key findings
• Ensure high quality analysis and reporting from regional QI and hybrid QA leads
• Track and ensure OKR completion for global QI+QA leads

Performance Improvement Analyses

• Deliver on a quarterly Global Performance Improvement Analysis
• Build out appropriate QA-metric tracking systems and dashboards for regular review and analysis
• Identify new QA metrics and adapt tracking mechanisms as needed
• Identify which behaviors, cohorts, or roles signal the need for enablement or sales manager intervention using a high level of data capture and data analysis capability.
• Separate signal from noise: control for basic confounds where possible (tenure, book size, segment, seasonality) and communicate limitations appropriately.
• Identify factors for AI scorecard improvement during evaluation periods
• Own the QI>SE>Sales Leadership Flywheel
• Communicate behaviors, cohorts, or roles that require enablement or sales manager intervention clearly and effectively
• Develop ongoing measurement systems to measure success of the flywheel
• Ensure timely and clear presentation of quality improvement priorities

Stakeholder Collaboration & Change Enablement

• Maintain documentation for scorecard definitions, reporting templates, dashboards, and AI agents
• Partner with Sales Enablement in motion adoption, general performance improvement
• Contribute to PMM needs with product adoption focus areas and call context
• Consult with Sales Strategy and Operations for shared tooling and resource management
• Collaborate closely with executive leadership to align regional initiatives with Global QI parameters
• Manage any project requests or project management documentation and tracking mechanisms

Gong Management

• Manage Gong platform for AI agents, trackers, initiative boards, and AI scorecard tooling
• Stay current with Gong updates and impacts to daily operations for Sales Managers and Quality Control Leads.
• Innovate platform usage within daily operating rhythms

Requirements

• 8+ years of experience, including:
• 3+ years of sales or sales management experience, preferably in the ad tech, digital advertising or digital marketing industry
• 4+ years of QA experience
• Previous management experience
• Strategic selling experience
• Exceptional communicator with proven ability to present program performance clearly to senior leadership across global regions
• Experienced people manager comfortable leading multiple managers across distributed regions
• Strong problem solver who identifies gaps, develops recommendations, and drives solutions to completion
• Highly organized with the ability to manage complex projects and navigate competing priorities
• Analytically fluent; able to interpret data and communicate findings clearly to varied audiences
• Ability to convert findings into actionable improvements and strategic upleveling
• Demonstrated ability to influence cross-functional stakeholders and advise leadership on strategic QA priorities
• Self-directed and resourceful; thrives in fast-moving environments and delivers results without waiting for direction
• Business fluency in English
• High comfort with ambiguity; able to build scalable solutions in evolving, undefined spaces
• Strong attention to detail
• Experience with Salesforce, Gong, and Medallia
• Familiarity with virtual sales organization environments