AI Performance & Quality Manager

Deloitte France; Tampa (FL); On-site; USD 110,000 - 170,000; Full time

Job summary

Deloitte Global seeks a Digital AI Performance Manager to lead the operational performance, quality governance, and continuous improvement of AI-powered digital agents in the Global Contact Center. This role ensures interactions are accurate, compliant, and aligned to customer experience and risk expectations.

The manager will monitor performance, analyze trends, lead remediation, support AI governance, and partner across operations, risk, privacy, knowledge management, and platform teams to

Qualifications

• Experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.

Responsibilities

• Monitor digital agent performance against service, quality, automation, and customer experience targets.
• Design and maintain performance reporting for operational, executive, and governance audiences.
• Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.
• Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.

Skills

Contact center ops

Quality assurance

Data analysis

Governance

Stakeholder mgmt

Communication

Job description

Deloitte Global seeks a Digital AI Performance Manager to lead the operational performance, quality governance, and continuous improvement of AI-powered digital agents in the Global Contact Center. This role ensures interactions are accurate, compliant, and aligned to customer experience and risk expectations.

The manager will monitor performance, analyze trends, lead remediation, support AI governance, and partner across operations, risk, privacy, knowledge management, and platform teams to