AI Ops Quality Manager, Helpshift Care

Responsibilities

• Ensure Care AI performs accurately, safely, and in alignment with client tone and player expectations.
• Support AI Ops Managers and Platform Leads by owning the quality discipline around live AI performance.
• Monitor and continuously improve AI agent performance through structured review, feedback, root cause analysis, and measurable action.
• Design, maintain, and continuously improve the QA framework for Helpshift Care AI across various environments.
• Create clear quality standards for AI agent responses and develop QA criteria for new AI features.
• Conduct regular audits of AI agent interactions to identify performance trends and improvement opportunities.
• Act as a key guardian of client tone and player experience within Care AI deployments.
• Partner with cross-functional teams to translate findings into actionable insights and document recurring issues.

Requirement...