This opportunity is available across all Player Engagement locations and is intended for internal hiring only.
Role Overview
As Keywords continues to expand Helpshift Care AI across Player Engagement, quality will become one of the most important factors in successful AI adoption.

The AI Ops Quality Manager plays a critical role in ensuring Care AI performs accurately, safely, and in alignment with each client's tone, standards, and player experience expectations.

This role supports AI Ops Managers and Platform Leads by owning the quality discipline around live AI performance. As more clients move into launch, hypercare, BAU, and future AI feature adoption, this role ensures AI agent performance is not only monitored, but continuously improved through structured review, feedback, root cause analysis, and measurable action.

The AI Ops Quality Manager sits at the intersection of Operations, Product, Development, Account Management, Marketing, and Client Success. This is a role for someone who can protect quality while helping the business move faster.

What are we looking for?




Quality & Governance
- Design, maintain, and continuously improve the QA framework for Helpshift Care AI across launch, hypercare, live client environments, and future AI product capabilities
- Create clear quality standards for AI agent responses, including accuracy, completeness, tone alignment, escalation behavior, safety, and player experience
- Define scoring rubrics, audit methods, review cadences, and reporting formats that allow AI performance to be measured consistently across clients
- Develop QA criteria, test scenarios, audit checks, and feedback loops for new AI features to ensure they are accurate, stable, client-ready, and aligned with player experience expectations
- Help ensure that as the Care AI roadmap expands, Keywords has a structured quality discipline in place to support new features without creating unnecessary risk for clients, players, or live operations

Analytics

📌 (Internal Recruitment) (Ciudad de México)
🏢 Keywords Studios
📍 Ciudad de México