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Open nowPosted 3 days ago

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

Sutherland436 open roles

Where
Angeles, Central Luzon, Philippines
Work mode
On site
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Your applicationOpen nowQuality Lead - AI & Automation Auditing (BPO Contact Center)Sutherland · Angeles, Central Luzon, Philippines

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The clock on this job

Early applications get read.

13.7% of postings close within 7 days. Measured by our own scanner across the market. Sutherland postings stay open a median of 24 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.8%3 days
  3. 13.7%7 days
  4. 22.1%14 days
  5. 37.2%30 days
  6. 59.1%60 days
This job: posted 3 days ago

Sutherland median: 24 days open

The posting

Company Description

We are seeking an operational Knowledge AI Quality Lead from our BPO partner to oversee, monitor, and elevate the performance of our AI-driven customer service tools and hybrid support workflows. Positioned within the partner's contact center operations, this role ensures that automated workflows, virtual assistants, agent copilots, and human-assist handovers deliver reliable, accurate, and compliant customer experiences.

The ideal candidate combines operational contact center auditing expertise with a deep understanding of AI conversational dynamics, acting as the frontline bridge between real-time vendor performance data and client-side engineering, product, and knowledge teams.

Job Description

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.

Qualifications

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.

Additional Information

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

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