AI Quality Lead: Conversational CX & QA

Sutherland; Mabalacat; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

Sutherland is seeking an operational Knowledge AI Quality Lead to oversee QA for AI-driven customer service tools and hybrid support workflows within the partner's contact center operations. You will monitor automated workflows, bot performance, and handovers to ensure accurate, compliant customer experiences.

The role requires hands-on auditing of AI conversations, testing of AI copilot integrations, and delivering weekly improvement insights to the client and product teams.

Competenze

• 2+ years of quality management or auditing in a high-volume BPO/contact center.
• Experience testing, auditing, or evaluating AI chatbots, conversational flows, or automation tools.
• Travel industry experience preferred.
• Familiarity with Lean, Six Sigma, or Root Cause Analysis / 5 Whys.

Mansioni

• Operationalize and execute QA frameworks for AI chatbots, virtual agents, and copilot tools.
• Perform routine pre-release UAT and regression testing across prompts, KB updates, and automated workflow releases.
• Audit live AI-driven conversations, automated resolutions, and handovers to evaluate context retention and accuracy.
• Produce weekly reports and feed improvement insights to client AI leads, KB managers, and engineering.
• Identify KB gaps and propose new intents to broaden containment coverage.

Descrizione del lavoro

Sutherland is seeking an operational Knowledge AI Quality Lead to oversee QA for AI-driven customer service tools and hybrid support workflows within the partner's contact center operations. You will monitor automated workflows, bot performance, and handovers to ensure accurate, compliant customer experiences.

The role requires hands-on auditing of AI conversations, testing of AI copilot integrations, and delivering weekly improvement insights to the client and product teams.