20.10.2026 aktualisiert
100 % verfügbar
AI Transformation & CX Quality Consultant | Speech Analytics, Conversational AI, BPO Performance
Spreitenbach, Schweiz
Spreitenbach +50 km
Bachelor in Music EngineeringÜber mich
AI transformation and CX quality consultant near Zurich, 11 years in customer service. I wrote On's AI strategy for customer service, set up the AI function at Teleperformance Greece and was global POC for TP Interact speech analytics. I find practical AI use cases and train teams to use them.
Skills
Künstliche IntelligenzKundenerfahrungChange ManagementQualitätsmanagementSprachanalyseGenerative AI
AI Adoption & Enablement
Expertise in AI adoption coaching, setting up AI functions from scratch, leading conversational AI end-to-end including use-case design, vendor workshops, knowledge-base bots, and conversational analytics. Hands-on experience with RAG, Model Context Protocol (MCP), agent orchestration, and workflow automation in n8n.
Quality Assurance Management
Extensive background in managing end-to-end QA processes and training programmes across multiple markets. Design of hybrid quality frameworks combining AI-assisted scoring with human review across voice and digital channels, as well as real-time quality reporting systems.
AI Governance & Compliance
Deep knowledge of AI governance frameworks including EU AI Act and ISO 42001 (AI Management Systems). Leadership of ISO 42001 certification projects from initial research through vendor selection to implementation roadmap, and development of KPI frameworks for conversational AI and RPA.
Microsoft Copilot Studio
Hands-on experience leading developers building Microsoft Copilot Studio knowledge-base bots, including workflows, knowledge bases, and connections from use-case design to production.
LLM Platforms
Practical experience working with large language model platforms including Claude, GPT, and Gemini for AI prototyping and deployment.
Workflow Automation (n8n)
Hands-on workflow automation using n8n for prototyping agentic AI solutions and flow design.
Data Analytics & BI Tools
Proficiency in data analytics workflows and business intelligence tools including QlikView, Power BI, and Tableau for operational reporting and performance measurement.
Six Sigma & Lean Methodologies
Certified in Six Sigma Black Belt, Green Belt (COPC), and Yellow Belt (COPC), with applied experience in process improvement and quality management.
ROI Modelling & Business Cases
Development of ROI models for AI investments and go-to-market planning, including building business cases for knowledge bases and translation tools.
Change Management & Training Delivery
Leadership of change management initiatives and client training programmes across multiple markets and languages during rapid headcount scaling.
Speech Analytics & Conversational AI Platforms
Global point of contact for TP Interact, Teleperformance's speech analytics tool, across all Teleperformance sites; worked with the teams in India and China and helped the India team build and run it. Trained the Teleperformance Swiss team on speech analytics. Also CallMiner, plus Parloa and Ema for conversational AI, and Looker Studio for reporting.
Erfahrung
Berufserfahrungmehr als 10 Jahre
Freelancer seit2023
Sprachen
DeutschGrundkenntnisseEnglischverhandlungssicherGriechischMutterspracheAlbanischMuttersprache
Projekthistorie
Designed and introduced a Hybrid Quality Framework combining AI-assisted scoring with human review across voice and digital channels. Wrote the AI strategy for Happiness Delivery, covering use cases, governance and an implementation roadmap. Worked with the AI Enablement team on business cases for knowledge base and translation tools. Owns the performance strategy for global customer service vendors including targets, governance and continuous improvement roadmaps.
Founded an AI-powered quality management platform designed for EU AI Act and prEN 18286 QMS compliance. Led the ISO 42001 (AI Management Systems) certification project from initial research through vendor selection to the implementation roadmap. Ran customer discovery with European BPOs and built ROI models for go-to-market planning.
Set up the AI function at Teleperformance Greece as the first hire in the role. Owned conversational AI end to end including use-case design, vendor workshops, Microsoft Copilot Studio knowledge-base bots, and conversational analytics (CallMiner). Trained other Teleperformance sites on conversational analytics. Developed KPI frameworks for conversational AI, conversational analytics and RPA. Served as Acting AI Director before joining On Running.
Zertifikate
Mini MBA
LinkedIn2025
Lean Six Sigma Black Belt
LinkedIn2024
Lean Six Sigma Green Belt
COPC Inc.2022
COPC CX Standard for Customer Service Providers
COPC Inc.2021
COPC Best Practices for Vendor Management (VMOs)
COPC Inc.2021
Lean Six Sigma Yellow Belt
COPC Inc.2019