AI Ops Quality Manager, Helpshift Care

Jobtailor; Pasig; On-site; PHP 500,000 - 800,000; Full time

Job summary

Jobtailor is seeking a Quality Assurance / AI Operations professional to safeguard the integrity of Care AI deployments, ensuring alignment with client tone and player experience. You will lead the live AI performance quality discipline, drive structured improvement using DMAIC and root-cause analysis, and partner across Product, Development, and Client Success to implement actionable improvements.

The role requires strong skills in quality management, player experience, and cross-functional

Qualifications

• Experience in quality assurance and operations supporting AI-based products.
• Knowledge of quality principles, player experience, client tone, escalation behavior, and operational risk.
• Ability to review AI/agent interactions with attention to fairness, consistency, and judgment.
• Experience identifying quality defects, gaps, and workflow improvements.
• Familiar with DMAIC, root-cause analysis, calibration, audit sampling, and continuous improvement.

Responsibilities

• Ensure Care AI performs accurately, safely, and in alignment with client tone and player expectations.
• Support AI Ops Managers and Platform Leads by owning the quality discipline around live AI performance.
• Monitor and improve AI agent performance through structured review, feedback, root cause analysis, and measurable action.
• Design, maintain, and improve the QA framework for Helpshift Care AI across environments.
• Create clear quality standards for AI agent responses and develop QA criteria for new features.
• Conduct regular audits of AI agent interactions to identify performance trends and improvement opportunities.
• Act as a guardian of client tone and player experience within Care AI deployments.
• Partner with cross-functional teams to translate findings into actionable insights and document recurring issues.

Skills

Quality Assurance

AI Operations

Root Cause Analysis

DMAIC

Calibration

Audit Sampling

Process Improvement

Knowledge Management

Player Experience

Client Tone

Stakeholder Communication

Cross-functional Collaboration

Data Analysis

Quality Scorecards

Operational Reporting

Gaming Support

Helpshift

Job description

Responsibilities

• Ensure Care AI performs accurately, safely, and in alignment with client tone and player expectations.
• Support AI Ops Managers and Platform Leads by owning the quality discipline around live AI performance.
• Monitor and continuously improve AI agent performance through structured review, feedback, root cause analysis, and measurable action.
• Design, maintain, and continuously improve the QA framework for Helpshift Care AI across various environments.
• Create clear quality standards for AI agent responses and develop QA criteria for new AI features.
• Conduct regular audits of AI agent interactions to identify performance trends and improvement opportunities.
• Act as a key guardian of client tone and player experience within Care AI deployments.
• Partner with cross-functional teams to translate findings into actionable insights and document recurring issues.

Requirements

• Experience in Quality Assurance, Player Support, Customer Support Operations, AI Operations, Knowledge Management, Process Improvement, or client-facing support environments.
• Strong understanding of support quality principles, player experience, client tone, escalation behavior, and operational risk.
• Ability to review AI or agent interactions with strong attention to detail, fairness, consistency, and practical judgment.
• Comfortable identifying quality defects, root causes, content gaps, workflow issues, and improvement opportunities.
• Experience using structured improvement methods such as DMAIC, root cause analysis, calibration, audit sampling, or continuous improvement frameworks.
• Strong communication skills, with the ability to explain quality findings clearly to both technical and non-technical stakeholders.
• Ability to work cross-functionally with Product, Development, AI Ops, Platform Leads, Operations, Account Management, Marketing, and Client Success.
• Analytical mindset with the ability to interpret quality data, identify trends, and recommend practical actions.
• Comfortable working in a fast-moving environment where AI performance, client expectations, and product capabilities continue to evolve.
• Strong ownership mentality with the confidence to raise risks early, challenge assumptions constructively, and protect the player experience.
• Genuine interest in AI, automation, Helpshift, gaming support, and the future of customer experience.
• Passion for helping Keywords scale AI responsibly while maintaining quality, trust, and client confidence.
• Experience supporting AI-powered products, conversational AI, virtual agents, or automation programs.
• Familiarity with Helpshift and knowledge management systems.
• Background in gaming, player support, or digital customer experience environments.
• Experience developing quality scorecards, audit frameworks, calibration programs, or operational reporting.
• Passion for gaming, AI innovation, and improving customer experiences through responsible automation.

Core Competencies

Demonstrates expertise in Quality Assurance and AI Operations, with a strong focus on monitoring AI performance, conducting root cause analysis, and implementing structured improvement methods. Possesses the ability to communicate quality findings effectively to diverse stakeholders while ensuring alignment with client tone and player experience.