AI-Driven Quality Design Specialist

Confidential

Quezon City

On-site

PHP 600,000 - 1,000,000

Full time

14 days+

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Job summary

Confidential is seeking a Quality Design Specialist to join our Global Quality Transformation team. This practitioner-level role sits at the intersection of AI-powered quality automation and operational excellence, enabling deployment of AQM tools and VOC Copilots across programs.

You will translate QA scorecards into AI-ready evaluation structures, calibrate AI scoring with human judgment, and partner with Operations Directors to derive actionable insights and risk signals from data.

Qualifications

3+ years of experience in contact center quality management, QA analysis, or quality operations.
Demonstrated experience working with AI or automated quality monitoring tools in a production environment.
Bachelor's degree in Business Administration, Data Analytics, Operations Management, or equivalent.
C1+ oral and written English proficiency.

Responsibilities

Lead end-to-end deployment of AQM tools, from scorecard design to go-live, aligning AI output with human evaluation.
Configure and activate VOC Copilot workflows, track utilization metrics and CSAT correlation.
Translate manual QA scorecards into AI-compatible evaluation structures and calibrate AI scoring logic.
Coordinate with Operations Directors and QA Team Leads to surface risks and drive coaching workflows.