AI Quality Lead: Conversational Testing & Automation

Sutherland Company; Angeles; On-site; PHP 800,000 - 1,500,000; Full time

Job summary

Sutherland Company is seeking an operational Knowledge AI Quality Lead to oversee AI-driven support tools within our BPO partner’s contact center operations in Angeles, Philippines. The role focuses on auditing, testing, and improving the performance of automated workflows, virtual agents, and human-assisted handovers to ensure accurate, compliant customer experiences.

You will work with client AI teams, KB managers, and engineering to translate audit findings into system retuning, sprint

Qualifications

• 2+ years in QA within a high-volume BPO/contact center.
• Experience auditing AI chatbots, conversational flows, or automation tools.
• Travel industry experience preferred.
• Familiarity with Lean, Six Sigma, or root-cause analysis.

Responsibilities

• Operationalize QA frameworks for AI chatbots, virtual agents, and copilot tools.
• Perform routine UAT and regression testing across deployments and KB updates.
• Audit live AI conversations and handover to Human-Assist agents for context retention.
• Synthesize audit data into weekly reports and drive improvement with Client AI Automation Leads and Product Engineering.
• Identify KB gaps and new intents to broaden containment safely.

Skills

Conversational AI

QA Testing

Data Analysis

Process Improvement

Job description

Sutherland Company is seeking an operational Knowledge AI Quality Lead to oversee AI-driven support tools within our BPO partner’s contact center operations in Angeles, Philippines. The role focuses on auditing, testing, and improving the performance of automated workflows, virtual agents, and human-assisted handovers to ensure accurate, compliant customer experiences.

You will work with client AI teams, KB managers, and engineering to translate audit findings into system retuning, sprint