AI Quality Analyst

Jobtailor; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Jobtailor is seeking an AI Quality Analyst to ensure Care AI delivers accurate, safe interactions aligned with client tone and player experience across Helpshift Care AI for gaming. You will review performance with AI Ops, identify quality risks, and drive improvements with cross-functional teams, bringing a detail-oriented, analytical mindset to the role.

This role involves collaboration with product, development, and client-facing teams to maintain high standards of support quality.

Qualifications

• Experience in Quality Assurance, Customer Support, or similar environments.
• Ability to assess interactions fairly and consistently.
• Understanding of support quality, player experience, and client tone.
• Experience identifying quality issues and improvement opportunities.
• Familiarity with QA processes and continuous improvement methodologies.
• Strong written and verbal communication skills.

Responsibilities

• Review AI performance and quality.
• Identify quality risks and escalation needs.
• Contribute to continuous improvement initiatives.
• Collaborate with Operations, Product, Development, and client teams.

Skills

Quality Assurance

Attention to detail

Root cause analysis

Analytical mindset

Communication skills

Cross-functional collab

AI operations

Gaming support

Knowledge management

Process improvement

Tools

Helpshift

Zendesk

Job description

Role Overview

As Keywords continues to expand Helpshift Care AI across Player Engagement, quality remains a critical factor in successful AI adoption.

As an AI Quality Analyst, you will help ensure Care AI performs accurately, safely, and in alignment with each client’s tone, standards, and player experience expectations. Working closely with AI Ops Managers, Platform Leads, Product, and Development teams, you will review AI performance, identify quality risks, and contribute to continuous improvement initiatives that help scale AI responsibly.

This role is ideal for someone who is detail-oriented, analytical, and passionate about quality, player experience, and the future of AI-powered support.

Requirements

• You'd be a great fit for this role if you have:
• Experience in Quality Assurance, Customer Support, Player Support, AI Operations, Knowledge Management, or similar operational environments.
• Strong attention to detail and the ability to assess interactions fairly and consistently.
• Understanding of support quality principles, player experience, client tone, and escalation behavior.
• Experience identifying quality issues, process gaps, and improvement opportunities.
• Familiarity with root cause analysis, audit processes, QA scorecards, or continuous improvement methodologies.
• Strong written and verbal communication skills.
• Analytical mindset with the ability to identify patterns and interpret quality data.
• Ability to work collaboratively with Operations, Product, Development, and client-facing teams.
• Interest in AI, automation, gaming support, and customer experience.

Nice-to-haves

• Experience reviewing chatbot, AI assistant, or automation performance.
• Familiarity with Helpshift, Zendesk, or other customer support platforms.
• Experience in gaming, player support, or digital customer service environments.
• Exposure to AI-powered support solutions or conversational AI technologies.
• Passion for gaming and emerging AI technologies.

Core Competencies

Demonstrates expertise in Quality Assurance and AI Operations, with a strong focus on player experience and support quality principles. Proficient in identifying quality issues and implementing continuous improvement methodologies within customer support environments.