Quality Lead - AI & Automation Auditing (BPO Contact Center)

About the job

AI QA Framework & Testing

• Operationalize and execute client-approved QA frameworks, evaluation rubrics, and test scripts tailored for AI chatbots, virtual agents, and copilot tools.
• Perform routine pre-release User Acceptance Testing (UAT) and regression testing across prompt deployments, Knowledge Base (KB) updates, and automated workflow releases within the operational environment.

Operational Auditing & Performance Monitoring

• Conduct daily audits of live AI-driven conversations, automated resolutions, and self-service interactions to detect intent misclassifications, system hallucinations, incorrect policy applications, or journey drops.
• Audit the handover bridge between AI and Human-Assist agents to evaluate context retention, CRM data pass-through accuracy, and agent handle times post-transfer.

Closed-Loop Vendor Feedback & Defect Analysis

• Perform root-cause defect analysis on resolution failures, escalation spikes, and recurring customer friction points.
• Synthesize audit data into actionable weekly reports; feed continuous improvement insights to Client AI Automation Leads, KB Managers, and Product Engineering for system retuning and sprint updates.
• Identify out-of-scope traveler queries and KB content gaps, recommending new intents and articles to safely broaden containment coverage.

Operational Metrics & SLA Compliance

• Measure, track, and report on primary operational and AI quality KPIs:
• Intent Recognition Accuracy
• Resolution Precision & Answer Accuracy
• Containment Rate & Defect Rate
• Handover Context Retention Accuracy
• Traveler Sentiment Score (TSS) / CSAT Impact
• Hold operational teams and frontline agents accountable for adhering to updated AI copilot workflows and knowledge standards.

Experience

• Contact Center QA Background: 2+ years of experience in quality management, operational auditing, or process improvement within a high-volume BPO/contact center environment.
• AI & Automation Auditing: Demonstrated experience testing, auditing, or evaluating AI chatbots, conversational flows, copilot integrations, or workflow automation tools.
• Travel Industry (Preferred): Prior experience in travel, hospitality, or tech-enabled customer support operations is strongly preferred.
• Methodology: Familiarity with operational process improvement tools (Lean, Six Sigma, Root Cause Analysis / 5 Whys).

Core Competencies & Skills

• Conversational AI Fluency: Deep understanding of natural language processing (NLP/NLU) behavior, intent mapping structures, and failure patterns (e.g., hallucination, drift, misclassification).
• Analytical & Data-Driven: Ability to turn transcript audits, CSS feedback, and performance dashboard data into actionable insights, using AI tools to support analysis and validating outputs for accuracy and relevance.
• Cross-Functional Communication: Clear written and verbal reporting skills to present quality defects and technical feedback to both BPO leadership and client technical teams.
• Quality Standard-Setting: Meticulous attention to detail with an unyielding commitment to brand trust and effortless traveler resolution.

All your information will be kept confidential according to EEO guidelines.