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This role is responsible for evaluating and improving AI-powered customer and employee experiences by assessing the quality, accuracy, consistency, and effectiveness of AI-generated interactions and content. The position analyzes performance trends, identifies risks and improvement opportunities, and partners with cross-functional stakeholders to optimize AI tools, prompts, and quality standards while ensuring compliance with company policies, operational requirements, and brand expectations. Through reporting, testing, and governance activities, the role helps drive continuous improvement and supports the delivery of trusted, high-quality AI experiences.
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Evaluate AI-generated customer and employee experiences to ensure quality, accuracy, consistency, and alignment with business requirements
Analyze AI outputs, prompts, workflows, and content to identify opportunities for performance improvement and optimization
Conduct quality reviews and audits of AI-generated responses, recommendations, and content across supported channels
Monitor compliance with company policies, regulatory requirements, operational procedures, and brand standards
Identify trends, patterns, risks, and emerging issues impacting AI performance and customer experience outcomes
Develop and maintain evaluation criteria, quality standards, testing methodologies, and performance scorecards
Partner with cross-functional teams including Product, Technology, Customer Experience, Operations, Communications, and business stakeholders to improve AI effectiveness
Support prompt engineering efforts by testing, validating, and recommending enhancements to prompts and AI instructions
Document findings, recommendations, and corrective actions to support continuous improvement initiatives
Perform root cause analysis to identify drivers of quality issues and recommend sustainable solutions
Prepare reports, dashboards, and presentations that communicate quality performance, insights, and business impact
Assist in pilot programs, AI model evaluations, and user acceptance testing activities for new AI capabilities
Support ongoing governance processes related to AI quality, risk management, and operational readiness
Stay informed on emerging AI technologies, industry trends, and best practices related to customer experience quality
Bachelor's degree in Business, Analytics, Information Systems, Communications, Customer Experience, Human-Centered Design, or a related field; or equivalent work experience/training
2 years of experience in quality assurance, customer experience, business analysis, operations, process improvement, content evaluation, analytics, or a related field
Experience working with Artificial Intelligence, Generative AI, chatbots, virtual assistants, or automated customer experience technologies
Experience developing quality frameworks, evaluation methodologies, scorecards, or audit programs
Experience with prompt testing, prompt optimization, or AI content review processes
Experience using data visualization, reporting, or business intelligence tools
Knowledge of customer experience management, quality assurance, risk management, or operational excellence practices
Experience working in a highly regulated, customer-focused, or operational environment
Experience supporting cross-functional projects involving technology, operations, and business stakeholders
Excellent verbal and written communication skills
Strong analytical, critical thinking, and problem-solving abilities
Ability to evaluate customer interactions and AI-generated content for quality, accuracy, and policy compliance
Strong attention to detail with the ability to identify trends, risks, and opportunities for improvement
Ability to collaborate effectively within cross-functional teams and build strong stakeholder relationships
Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
Working knowledge of Artificial Intelligence (AI) and Generative AI technologies
Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Word
Self-motivated team player with strong interpersonal skills
Feel free to take advantage of all that American Airlines has to offer:
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
Embark on an adventure with a commitment to service, excellence and humanity. Our team is what powers our airline. We are proudly dedicated to our purpose of caring for people on life’s journey, including connecting our customers to the people and places they love or providing our team members development and leadership opportunities to acquire new skills and explore their potential.
With more than 1,300 aircraft in our mainline and regional fleets combined and an extensive route network that touches six continents, we’ve got a place for you to start — or continue — your career. Whether you’re stationed at one of our hundreds of airports, working out of our state-of-the-art headquarters in Fort Worth, Texas, or serving customers over the phone from your home office, there are endless opportunities for you to grow and lead at American.
