Compass Experience Labs

AI and Escalation Analyst - PH

Compass Experience Labs  •  Manila, PH (Onsite)  •  15 days ago
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Job Description

The AI Analyst is the essential human overseeing artificial intelligence systems. You will work directly with AI outputs to check, improve, and confirm their quality. This means verifying that the information the AI creates is correct, appropriate for the situation, and fair. You are the main quality controller, using your expertise to fix AI errors and give the necessary feedback to help the system learn and get better over time.

Key Strengths & Skills

  • Sharp Critical Thinking You must be able to break down content created by AI and spot errors, like mistakes in facts, faulty logic, or made-up information ("hallucinations"). You will check AI results against reliable, original sources to make sure every piece of data or text is completely truthful and relevant.
  • Excellent Communication Skills A strong command of language is vital for writing clear, precise, and appropriate examples used to help the AI learn ("fine-tune").
  • Comfort with New Technology As AI tools change, you must be quick to learn and comfortable using new software, specialized testing platforms, and systems for creating and testing AI prompts. You should easily navigate different software tools and offer feedback on how easy they are to use when working with the AI.
  • Detail-Oriented Approach Being detail-oriented here means much more than just proofreading. You need a "detective mindset," actively searching for small errors, hidden unfairness, or glitches that automated checks might miss. You take pride in finding the small, critical flaw that could affect overall quality.
  • Healthy Skepticism (Curious Nature) We are looking for candidates who don't just accept things as they are. Instead of taking AI results at face value, you must always question why and how the model produced a certain response. This curiosity is key to recognizing when an AI is starting to perform poorly or when its core reasoning is flawed.
  • Consistent Work Quality You must have the focus to apply complicated quality rules the same way across large amounts of data. Whether it’s the first or the five-hundredth check of the day, you must prevent "review fatigue," keeping a high standard of excellence to ensure the AI's training data is reliable.
  • Operational Consistency & Scalability The candidate must demonstrate the mental stamina to apply complex, multi-layered quality guidelines uniformly across massive datasets. Whether reviewing the first or the five-hundredth data point of the day, the Analyst must ensure zero "fatigue drift," maintaining a consistent standard of excellence to ensure the reliability of the AI training data.

Education

  • HS Diploma, with 2-4 years of higher education preferred.

Work Experience

  • Quality Experience: At least 3 years of professional experience in roles with high quality demands, such as Quality Assurance, Data Operations, or Process Engineering.
  • AI/Automation Focus: At least 2 years of direct experience using AI tools, automated work systems, or large-scale data classification projects. You must have proof of working with large AI models (LLMs) or machine learning models professionally.
  • Human Oversight Experience: Previous experience in a role involving human review of automated systems ("Human-in-the-Loop" or HITL), content review, data checking, or auditing of computer rules (algorithmic auditing) is a significant advantage.
Compass Experience Labs

About Compass Experience Labs

Most companies think customer service is a cost center—the data shows it's your most underutilized revenue channel.

Compass transforms customer service, IT field support, and employee services from operational expenses into strategic revenue drivers. While others chase diminishing returns on acquisition, we help growing brands and enterprise companies turn support functions into competitive advantages.

What we deliver:

-Customer Service: 24/7 omnichannel support with strategic "saves" programs that drive measurable ROI through retention and upsells

-IT Field Support: Remote technical operations, hardware deployment, and system troubleshooting that eliminates friction before it impacts your business

-Employee Services: Complete HR help desk operations, benefits administration, and seamless onboarding that keeps your team productive

Our approach combines AI-enhanced human expertise with transparent, data-driven operations that scale with your growth across 350+ languages, 24/7.

The results: Companies working with Compass consistently achieve 85-95% CSAT scores, cut response times by 35%, and convert support interactions into measurable business outcomes across all three service areas.

We're not just handling tickets—we're optimizing the operational backbone that drives your growth.

Ready to see the hidden revenue in your support operations?

Industry
Unknown
Company Size
201-500 employees
Headquarters
Columbus, Ohio
Year Founded
2016
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