AI Quality Lead & Automation Auditor

Sutherland; Angeles; In loco; PHP 800.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

Sutherland, a leading BPO contact center partner in Angeles, Philippines, seeks an Operational Knowledge AI Quality Lead to oversee AI-driven tools and hybrid workflows, ensuring accurate and compliant customer experiences.

The role bridges vendor performance data with client engineering, product, and knowledge teams, focusing on QA frameworks, audits, and continuous improvement of conversational AI and copilot workflows.

Competenze

• 2+ years of QA / quality management in high-volume BPO/contact center environments.
• Experience testing, auditing, or evaluating AI chatbots, conversational flows, copilot integrations, or workflow automation tools.
• Travel industry experience preferred in travel, hospitality, or tech-enabled customer support operations.

Mansioni

• Oversee AI-driven customer service tools performance within BPO partner operations.
• Conduct daily audits of live conversations, automated resolutions, and self-service interactions to detect issues.
• Perform root-cause analysis on resolution failures and escalation spikes.
• Synthesize audit data into actionable weekly reports for AI/Automation Leads, KB Managers, and Product Engineering.
• Identify KB gaps and new intents to broaden containment coverage.

Conoscenze

QA in contact centers

AI QA

Data analysis

Cross-functional communication

Lean Six Sigma

Descrizione del lavoro

Sutherland, a leading BPO contact center partner in Angeles, Philippines, seeks an Operational Knowledge AI Quality Lead to oversee AI-driven tools and hybrid workflows, ensuring accurate and compliant customer experiences.

The role bridges vendor performance data with client engineering, product, and knowledge teams, focusing on QA frameworks, audits, and continuous improvement of conversational AI and copilot workflows.