Senior Specialist, Quality/M&P/Process - AI Training Manager

Responsibilities Monitor the performance of Agentic Capabilities as they autonomously process various ticket types. Ensure seamless integration of AI agents into new or existing workflows, optimizing for efficiency and accuracy. Review fallout tickets (cases where AI agents cannot resolve issues) within a workflow management tool. Diagnose root causes, make necessary corrections, and re‑ingest updated information to the AI system. Ensure all fallout tickets are actioned within a 48‑hour window; unresolved tickets revert to the human‑worked queue. Analyze fallout patterns to identify knowledge gaps, process inefficiencies, or opportunities for AI improvement. Develop and implement training protocols to enhance Agentic Capabilities, leveraging prompt engineering, model validation, and knowledge base updates. Collaborate with cross‑functional teams (product, engineering, support) to align AI behaviors with business needs and compliance requirements. Maintain and update the agent knowledge base, ensuring accurate, current, and comprehensive content for AI agents. Document training methodologies, ticket resolutions, and process improvements for knowledge sharing and auditing. Validate AI performance through systematic review, testing, and user/stakeholder feedback. Ensure all processes comply with regulatory standards, ethical guidelines, and company policies. Track and report on key metrics: ticket resolution rates, fallout frequency, review turnaround times, and AI improvement outcomes. Communicate insights, best practices, and recommendations to stakeholders and leadership. Requirements Understanding of the business function and M&Ps; align AI behavior with policy and process; plus knowledge of supported workflows and tools with experience operating the systems involved (e.g., ticketing/workflow platforms). Strong analytical and problem‑solving skills with meticulous attention to detail; proven root cause analysis (RCA) capability. General AI literacy and understanding of agentic systems; basic prompt engineering (iteration, testing, versioning). Ability to manage fallout within SLAs, triage tickets, and drive rapid resolution; strong prioritization in fast‑paced environments. Observability: proficiency with logs, metrics, dashboards, and alerts; define and track quality KPIs (accuracy, fallout rate, MTTR). Basic scripting understanding to automate corrections, content re‑ingestion, and validation workflows. Knowledge base authoring and maintenance; clear documentation of training methods, resolutions, and changes for auditability. Compliance/data privacy/ethical guidelines awareness; maintain auditable processes and change logs. Effective communication: synthesize findings, report metrics, and present recommendations to stakeholders. #J-18808-Ljbffr Jobtailor