Quality Lead - AI & Automation Auditing (BPO Contact Center)
Core
Operationalize and execute client-approved QA frameworks, evaluation rubrics, and test scripts tailored for AI chatbots, virtual agents, and copilot tools; conduct daily audits of live AI-driven conversations to detect intent misclassifications, system hallucinations, and incorrect policy applications.
Role type
Senior IC Quality Lead (AI & Automation Auditing)
Builds
Reliable, accurate, and compliant customer experiences via automated workflows, virtual assistants, agent copilots, and human-assist handovers
Domain
Travel industry customer support operations + Conversational AI
Deliverable
production ML models
Required skills
Natural language processing (NLP/NLU) behavior analysis, intent mapping structures, root-cause defect analysis, operational auditing, regression testing, KPI tracking, cross-functional communication
Preferred skills
Travel industry experience, Lean/Six Sigma methodology, process improvement tools
Technologies
AI chatbots, virtual agents, copilot tools, Knowledge Base (KB), CRM, automated workflow tools
Responsibilities
Perform routine pre-release User Acceptance Testing (UAT) and regression testing across prompt deployments and automated workflow releases; Conduct daily audits of live AI-driven conversations and automated resolutions; Synthesize audit data into actionable weekly reports for Client AI Automation Leads and Product Engineering; Measure and report on primary operational and AI quality KPIs including Intent Recognition Accuracy and Containment Rate; Hold operational teams and frontline agents accountable for adhering to updated AI copilot workflows.
