Quality Analyst

Overview

The Quality Analyst will serve as a Subject Matter Expert (SME) for PAL Express products, policies, and operational processes, supporting the continuous improvement and quality assurance of the organization's AI solutions. This role will be responsible for monitoring, evaluating, coaching, and optimizing AI-powered customer support channels, including Sierra AI Voice Agents and Ada Chatbot platforms.

The successful candidate will work closely with Operations, QA, Product, and Technology teams to implement process updates, validate AI responses, identify performance gaps, and ensure AI solutions deliver accurate, compliant, and customer-focused experiences. Candidates with a strong PAL operational background and experience in Quality Assurance, Process Excellence, or Customer Experience are highly preferred.

Responsibilities

Key Responsibilities

AI Quality Assurance & Monitoring

• Monitor and evaluate the performance of AI Voice Agents (Sierra) and AI Chatbot platforms (Ada).
• Assess AI interactions for accuracy, compliance, customer experience, and adherence to PAL policies and procedures.
• Identify response defects, process gaps, and improvement opportunities within AI systems.
• Track AI performance metrics and quality trends and provide regular reporting.

Product & Process Expertise

• Serve as a Product and Process SME for PAL Express operations.
• Review, validate, and implement process changes within AI platforms.
• Ensure AI knowledge bases are updated with the latest PAL policies, products, and operational procedures.
• Provide operational insights and recommendations to improve customer interactions and automation effectiveness.

Testing & Implementation

• Conduct quality assurance reviews, test scenarios, and user acceptance testing (UAT) for AI enhancements.
• Validate new workflows, intents, responses, and automation configurations before deployment.
• Partner with stakeholders to ensure successful implementation of AI solution updates.

AI Coaching & Continuous Improvement

• Directly coach and guide AI solutions by refining responses, workflows, and customer interaction logic.
• Collaborate with IT, Product, Operations, and QA teams to improve AI performance.
• Recommend enhancements to improve containment rates, customer satisfaction, and operational efficiency.

Stakeholder Collaboration

• Work closely with PAL Operations leadership, QA, Training, and Technology teams.
• Support process documentation and business requirements gathering for AI-related initiatives.
• Participate in cross-functional projects related to digital transformation and customer experience improvement.

Qualifications

Minimum Qualifications

Required

• Bachelor's degree in Business, Aviation, Communications, Information Technology, or a related field.
• Minimum 2-3 years of experience in PAL or PAL Express operations.
• Strong knowledge of PAL products, services, policies, and customer service processes.
• Experience in Quality Assurance, Process Improvement, Operations Support, Training, or Business Analysis.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to evaluate customer interactions and identify process improvement opportunities.
• Experience creating reports and documenting business processes.

Preferred

• Previous experience within QA, Process Excellence, or Customer Experience teams.
• Knowledge of AI, chatbot, voice bot, automation, or knowledge management platforms.
• Experience with User Acceptance Testing (UAT) and process validation.
• Familiarity with Sierra AI platform, Ada Chatbot, or similar conversational AI solutions.
• Background in airline reservations, ticketing, customer service, airport operations, or contact center operations.
• Experience working in cross-functional implementation or technology projects.

Key Competencies

• PAL Product & Process Expertise
• Quality Assurance & Auditing
• AI Performance Monitoring
• Root Cause Analysis
• Process Improvement
• Business Requirements Analysis
• Stakeholder Management
• Customer Experience Management
• Change Management
• Communication & Collaboration