AI Quality & Ops Lead - Player Experience

Jobtailor

Pasig

On-site

PHP 500,000 - 800,000

Full time

14 days+

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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.