CX AI Workflow Specialist

As a CX AI Workflow Specialist, you will play a critical role in enhancing the effectiveness and consistency of Quince’s CX AI initiatives. You’ll lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), and partner with cross-functional teams to build and refine AI-enabled support workflows. This role sits at the intersection of CX, systems thinking, and AI tooling—and is ideal for someone who thrives in dynamic, fast-evolving environments. Key Responsibilities Include: AI Tools Configuration Author and iterate AI Agent Operating Procedures to ensure alignment with product, policy, and customer expectations. Collaborate with CS leadership to map customer journeys and align AI responses accordingly. Monitor the performance of AI-powered tools and co-pilot features to identify improvement opportunities. Quality Assurance (QA) & Testing Define quality standards, calibration procedures, and feedback loops Implement scalable QA frameworks to evaluate CS AI agent performance. Fine-tune AI responses, in partnership with the Knowledge lead, to reflect brand tone and reduce hallucinations or mismatches. Cross-functional Collaboration Work closely with engineering, product, and CX teams to prioritize improvements. Partner with the enablement team to create documentation and training materials for internal teams on using AI agents effectively. Monitor and report on performance KPIs, recommending improvements.