Knowledge AI Quality Manager

Company: iQor is a global provider of customer experience solutions, supporting leading brands as a portfolio company of Mill Point Capital. With 45,000 employees across 10 countries, iQor blends three decades of operational expertise with AI-driven innovation to enhance performance across the customer lifecycle. Through its Grow, CXBPO, and infinityAiQ delivery pillars, the company offers scalable services that drive customer acquisition, engagement, and retention. A strong people-first culture and advanced analytics enable iQor to turn customer interactions into measurable business growth. Recognized as a Great Place to Work® and a leader in CX excellence, iQor offers team members an environment focused on development, collaboration, and impact. Role: The Knowledge AI Quality Manager is responsible for leading quality assurance across customer service operations, including both human-assisted and AI-driven support channels. This role oversees quality frameworks, team performance, AI auditing, operational governance, and customer experience standards to ensure interactions consistently meet quality, compliance, client, and business requirements. Acting as the bridge between Customer Service Operations, AI Product teams, Engineering, Knowledge Management, and Clients, the Knowledge AI Quality Manager drives continuous improvement across conversational AI platforms, virtual assistants, agent copilots, and frontline customer support teams. The role combines traditional contact center quality leadership with AI performance monitoring to deliver reliable, accurate, compliant, and seamless customer experiences while supporting operational excellence and business performance. Responsibilities: Quality Leadership & Team Management Lead and manage Quality Assurance teams, including QA Supervisors, Quality Analysts, and Quality Coaches. Develop team capabilities through coaching, mentoring, performance management, and succession planning. Ensure quality programs support operational objectives, customer experience goals, and contractual client requirements. Partner with Operations leadership to improve performance, customer satisfaction, and service quality. Drive a culture of accountability, continuous improvement, and operational excellence. AI Quality Assurance & Testing Execute and maintain quality frameworks, scorecards, evaluation rubrics, and testing methodologies for AI-powered customer support solutions. Conduct User Acceptance Testing (UAT), regression testing, and validation activities for chatbot releases, copilot enhancements, prompt updates, and workflow changes. Evaluate conversational AI performance against established quality standards and customer experience expectations. Ensure AI responses align with approved knowledge content, policies, compliance requirements, and brand guidelines. Operational Auditing & Performance Monitoring Audit customer interactions across agent-assisted and AI-powered support channels. Monitor AI-driven conversations to identify intent misclassification, inaccurate responses, hallucinations, policy violations, and customer journey failures. Evaluate AI-to-agent handoff effectiveness, including context retention, CRM data transfer accuracy, and post-transfer customer experience. Conduct calibration sessions and ensure consistency across quality evaluations and audit methodologies. Monitor operational quality trends and recommend corrective actions when performance falls below expectations. Analysis, Reporting & Continuous Improvement Analyze quality trends, audit findings, customer feedback, and operational data to identify performance improvement opportunities. Perform root cause analysis on quality defects, automation failures, escalation trends, and recurring customer issues. Develop actionable recommendations that improve customer journeys, containment rates, AI accuracy, and operational efficiency. Create and present quality performance reports, dashboards, scorecards, and business reviews for leadership and clients. Partner with Engineering, Product, and Knowledge Management teams to support system enhancements and optimization initiatives. Identify knowledge gaps and recommend new intents, workflows, knowledge articles, and automation opportunities. Operational Metrics & Governance Monitor and report on key quality and AI performance indicators, including: Intent Recognition Accuracy Resolution Accuracy Answer Precision Containment Rate Defect Rate Context Retention Accuracy CSAT and Customer Sentiment Impact Quality Compliance Scores Ensure adherence to company policies, client requirements, security standards, and quality governance processes. Maintain confidentiality of customer, employee, and proprietary business information. Qualifications: Proficient in English, both written and spoken. Professional Experience: Minimum of 5 years of experience within Contact Center Operations, Quality Assurance, Customer Experience, or Process Improvement environments. Leadership Experience: Minimum of 2 years managing Quality Supervisors, Quality Analysts, Quality Coaches, or Quality Assurance teams. AI Quality Experience: Demonstrated experience auditing, testing, evaluating, or supporting AI chatbots, virtual assistants, agent copilots, conversational AI platforms, or workflow automation solutions. Contact Center Expertise: Strong understanding of customer service operations, quality frameworks, coaching methodologies, and performance management. Analytics & Reporting: Proven ability to analyze operational trends, quality data, customer feedback, and AI performance metrics. Technical Skills: Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools. AI Knowledge: Understanding of NLP, NLU, intent structures, conversational design principles, and common AI failure patterns, including hallucinations, drift, and intent misclassification. Strong stakeholder management, communication, presentation, and influencing skills. Experience working with cross-functional teams including Operations, Product, Engineering, Knowledge Management, and Client stakeholders. Bachelor's degree in Business Administration, Computer Science, Information Systems, Engineering, Communications, or a related field. Preferred Qualifications: Experience within Travel, Hospitality, or technology-enabled customer support environments. Experience supporting Generative AI, AI Copilot, Agent Assist, or Conversational AI implementations. Experience within BPO, Customer Experience, or large-scale contact center operations. Familiarity with Lean, Six Sigma, Root Cause Analysis, and continuous improvement methodologies. Experience with Power BI, SQL, Tableau, or advanced analytics platforms. Lean Six Sigma certification or equivalent process improvement training. Show more Show less