Analyst, Customer Experience Quality

Location:

DFW Headquarters Building 8 (DFW-SV08)
Cities:

Fort Worth - TX

Requisition
This job will continue to be posted until at least 11/3/26

Job Description

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Feel free to enrich both your personal and work life and hop on board!

This role is responsible for evaluating and improving AI-powered customer and employee experiences by assessing the quality, accuracy, consistency, and effectiveness of AI-generated interactions and content. The position analyzes performance trends, identifies risks and improvement opportunities, and partners with cross-functional stakeholders to optimize AI tools, prompts, and quality standards while ensuring compliance with company policies, operational requirements, and brand expectations. Through reporting, testing, and governance activities, the role helps drive continuous improvement and supports the delivery of trusted, high-quality AI experiences.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Evaluate AI-generated customer and employee experiences to ensure quality, accuracy, consistency, and alignment with business requirements
• Analyze AI outputs, prompts, workflows, and content to identify opportunities for performance improvement and optimization
• Conduct quality reviews and audits of AI-generated responses, recommendations, and content across supported channels
• Monitor compliance with company policies, regulatory requirements, operational procedures, and brand standards
• Identify trends, patterns, risks, and emerging issues impacting AI performance and customer experience outcomes
• Develop and maintain evaluation criteria, quality standards, testing methodologies, and performance scorecards
• Partner with cross-functional teams including Product, Technology, Customer Experience, Operations, Communications, and business stakeholders to improve AI effectiveness
• Support prompt engineering efforts by testing, validating, and recommending enhancements to prompts and AI instructions
• Document findings, recommendations, and corrective actions to support continuous improvement initiatives
• Perform root cause analysis to identify drivers of quality issues and recommend sustainable solutions
• Prepare reports, dashboards, and presentations that communicate quality performance, insights, and business impact
• Assist in pilot programs, AI model evaluations, and user acceptance testing activities for new AI capabilities
• Support ongoing governance processes related to AI quality, risk management, and operational readiness
• Stay informed on emerging AI technologies, industry trends, and best practices related to customer experience quality

Minimum Qualifications
- Education & Prior Job Experience

• Bachelor's degree in Business, Analytics, Information Systems, Communications, Customer Experience, Human-Centered Design, or a related field; or equivalent work experience/training
• 2 years of experience in quality assurance, customer experience, business analysis, operations, process improvement, content evaluation, analytics, or a related field

Preferred Qualifications
- Education & Prior Job Experience

• Experience working with Artificial Intelligence, Generative AI, chatbots, virtual assistants, or automated customer experience technologies
• Experience developing quality frameworks, evaluation methodologies, scorecards, or audit programs
• Experience with prompt testing, prompt optimization, or AI content review processes
• Experience using data visualization, reporting, or business intelligence tools
• Knowledge of customer experience management, quality assurance, risk management, or operational excellence practices
• Experience working in a highly regulated, customer-focused, or operational environment
• Experience supporting cross-functional projects involving technology,…