Global AI-Enhanced Quality Manager // Responsable mondial(e) de la Qualité augmentée par l’IA

About the role

SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja , the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world. AI at SharkNinja At SharkNinja, we're building an AI-native culture. We're not waiting for the future; we're creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what's possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn't been invented yet, you'll fit right in. As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You'll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You'll modernize our approach to quality-shifting from traditional sampling to intelligent, AI-informed assessment-while ensuring our programs build trust and reinforce our Hear It, Feel It, Fix It philosophy. You'll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance. HERE'S WHAT YOU'LL 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. Identify agent capability gaps and collaborate with Global L&D on training and coaching interventions. Provide guidance to Operations, regional QA leaders, and BPO partners to maintain high standards and continuous improvement. Translate QA learnings into clear actions that elevate empathy, trust, and the consumer experience. Ensure SharkNinja provides all consumers with an extraordinary 5-star experience regardless of their preferred contact channel Promote a culture of curiosity, quality, and rapid problem-solving in alignment with Hear It, Feel It, Fix It . Travel to our international engagement centres as required HERE'S WHAT YOU'LL BRING Bachelor's 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. Fluency in English and French required. 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 they impact consumers. The QA function becomes a driver of brand trust through empathy, clarity, and action-embodying Hear It, Feel It, Fix It . -------------------------------------------------------------------------------------------------------------------------- À PROPOS DU POSTE En tant que Responsable mondial(e) Qualité augmentée par l'IA, vous définirez l'avenir de la qualité chez SharkNinja. Vous piloterez les standards QA mondiaux sur les canaux humains et assistés par l'IA, en garantissant des expériences consommateurs empathiques, cohérentes et performantes à l'échelle mondiale. Vous moderniserez notre approche de la qualité - en passant d'un échantillonnage traditionnel à une évaluation intelligente alimentée par l'IA - tout en veillant à ce que nos programmes renforcent la confiance et incarnent notre philosophie Hear It, Feel It, Fix It. Vous collaborerez avec l'équipe Technologie pour influencer l'évolution des outils et avec les responsables régionaux afin d'assurer un alignement global respectant les spécificités lo

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