Digital AI Performance Manager, Global Contact Center

Position Summary

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

The Digital AI Performance Manager will lead the operational performance, quality management, governance, and continuous improvement of AI-powered and Agentic AI digital agents supporting the Global Contact Center. This role is accountable for ensuring digital agent interactions are accurate, compliant, effective, and aligned to customer experience, risk, and operational performance expectations.

This position serves as the operational owner of digital agent performance, applying the same rigor used to manage human agent quality and effectiveness. The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes. Additionally, this position will be the Subject Matter Expert to both technology and analytics teams on AI functionality and measurement.

Performance Monitoring & Analytics

• Monitor digital agent performance against established service, quality, automation, and customer experience targets.
• Design and maintain performance reporting for operational, executive, and governance audiences.
• Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.
• Identify emerging risks and performance issues before they impact service quality or customer experience.
• Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.

• Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications.

• Design and manage quality scorecards, sampling plans, and review processes for digital agent interactions.
• Conduct conversation reviews, categorize defects, and drive remediation with accountable teams.
• Lead calibration activities to ensure consistent evaluation standards across operations and support teams.
• Validate quality performance following prompt, workflow, knowledge, or platform changes.
• Maintain audit-ready evidence and governance documentation aligned to digital channel quality expectations.

• Establish and execute AI incident response, escalation, and remediation procedures.
• Monitor critical errors, policy violations, hallucinations, routing failures, authentication issues, and other high-risk outcomes.
• Coordinate urgent remediation activities and recommend disabling workflows when quality, compliance, or customer risk thresholds are exceeded.
• Partner with risk, privacy, security, legal, and technology teams to ensure appropriate controls and governance are in place.

• Conduct scheduled audits of prompts, content libraries, retrieval sources, knowledge articles, and conversation flows.
• Validate knowledge freshness, accuracy, and effectiveness across supported digital agent use cases.
• Monitor the impact of knowledge, prompt, and workflow changes on performance and customer experience.
• Partner with knowledge management teams to prioritize content improvements and reduce repeat defects.

• Identify opportunities to improve automation performance, self-service containment, and customer outcomes.
• Recommend tuning, training, workflow, and content improvement
  
  The team
  
  Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center. We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte's success.
  
  Qualifications
  
  Required
  
  
  • Experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
  • Strong understanding of quality monitoring, performance reporting, governance, and risk management practices.
  • Ability to analyze operational data, identify trends, and translate insights into clear recommendations and action plans.
  • Experience partnering across operations, technology, knowledge management, risk, privacy, and stakeholder teams.
  • Strong written and verbal communication skills, with the ability to present performance insights to leadership audiences.
  
  Preferred
  
  
  • 5-8+ years of relevant experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
  • Experience managing chatbots, virtual agents, conversational AI, IVR platforms, or self-service technologies.
  • Experience with Genesys Cloud, ServiceNow, conversational AI platforms, speech analytics platforms, or QA automation tools.
  • Familiarity with COPC standards, AI governance practices, knowledge auditing, and digital channel quality frameworks.
  • Experience designing executive-level reporting, operational scorecards, or governance materials.
  
  Limited immigration sponsorship may be available.
  
  Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.
  
  Recruiting tips
  
  From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.
  
  Our people and culture
  
  Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
  
  Our purpose
  
  Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.
  
  Professional development
  
  From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
  
  Requisition code: 368459
  
  Job ID 368459