Global AI Enhanced Quality Manager

About Us

SharkNinjais a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeoples lives in homes around the world. Powered by two trusted global brands Shark and Ninja the company has a proventrack recordof bringing disruptive innovation to market and developing one consumer product after another has allowedSharkNinjato enter multiple product categories driving significant growth and market share gains. Headquartered in Needham Massachusetts with more than4100associates the companys products are sold at key retailers online and offline and through distributors around the world.

Location: London or Leeds Hybrid (3 days from the office)

ABOUT THE ROLE

As the Global AI-Enhanced Quality Manager you will define the future of quality at global QA standards across human and AI-assisted channels ensuring we deliver empathetic consistent and high-performing consumer experiences our approach to qualityshifting from traditional sampling to intelligent AI-informed assessmentwhile ensuring our programs build trust and reinforce ourHear It Feel It Fix It with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance.

HERES WHAT YOULL DO

• Lead global QA strategy scorecard design calibration models and quality expectations across all regions and channels.

• Modernize QA practices by integrating AI-supported evaluation behavioral cues and near-real-time performance visibility.

• Partner with Technology to inform requirements training data needs and workflow enhancements for AI QA tools.

• Drive global calibration practices to ensure fairness alignment and consistent agent evaluation.

• Identifyagent capability gaps and collaborate with Global L&D on training and coaching interventions.

• Provide guidance toOperationsregional QA leadersand BPO partners tomaintainhigh standardsand continuous improvement.

• Translate QA learnings into clear actions that elevate empathy trust and the consumer experience.

• Ensure SharkNinja provides all consumers with an extraordinary5-starexperience regardless oftheirpreferredcontactchannel

• Promote a culture of curiosity quality and rapid problem-solving in alignment withHear It Feel It Fix It.

• Travelto ourinternationalengagementcentres asrequired

HERES WHAT YOULL BRING

• Bachelors degree in Business Communications Operations or similar discipline; equivalent experience welcome.

• 6 years of experience in QA leadership contact center operations or consumer experience performance roles.

• Deep understanding of QA frameworks calibration practices and performance drivers.

• Experience working with or influencing AI-supported QA tools; ZOOM an asset.

• Ability to drive global standardization while respecting cultural and linguistic differences.

• Strong analytical mindset and ability to connect quality trends to meaningful actions.

• Excellent communication skills with the ability to influence cross-regional leaders and partners.

• Curiosity adaptability and a passion for elevating quality in modern AI-enabled environments.

WHAT SUCCESS LOOKS LIKE

• Global QA standards evolve into modern AI-supported frameworks that improve accuracy and speed.

• All markets show improved quality consistency and trust-building behaviors.

• Calibration is strong fair and aligned across regions.

• Clear predictive quality signals help prevent issues before theyimpactconsumers.

• The QA function becomes a driver of brand trust through empathy clarity and actionembodyingHear It Feel It Fix It.