Quality Lead - AI & Automation Auditing (BPO Contact Center) at Sutherland, Angeles
Quality Lead - AI & Automation Auditing (BPO Contact Center) at Sutherland in Angeles. Full-time. Apply with swipeandhired.
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.
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.