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

About Us
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.
ABOUT THE ROLE

• 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 locales.
CE QUE VOUS FEREZ

• Piloter la stratégie QA mondiale, la conception des scorecards, les modèles de calibration et les standards qualité dans toutes les régions et sur tous les canaux.

• Moderniser les pratiques QA en intégrant des évaluations assistées par l'IA, des indicateurs comportementaux et une visibilité de la performance quasi en temps réel.

• Collaborer avec l'équipe Technologie pour définir les besoins fonctionnels, les exigences en données d'entraînement et les améliorations des workflows des outils QA basés sur l'IA.

• Déployer des pratiques de calibration mondiales afin de garantir équité, alignement et cohérence dans l'évaluation des agents.

• Identifier les écarts de compétences des agents et collaborer avec l'équipe Global L&D sur les actions de formation et de coaching.

• Fournir des orientations aux équipes Opérations, aux responsables QA régionaux et aux partenaires BPO afin de maintenir des standards élevés et une amélioration continue.

• Traduire les enseignements QA en actions concrètes visant à renforcer l'empathie, la confiance et l'expérience consommateur.

• Veiller à ce que SharkNinja offre à tous les consommateurs une expérience extraordinaire 5 étoiles, quel que soit leur canal de contact préféré.

• Promouvoir une culture de curiosité, d'exigence qualité et de résolution rapide des problèmes, en cohérence avec Hear It, Feel It, Fix It.

• Se déplacer dans nos centres internationaux d'engagement si nécessaire.

CE QUE VOUS APPORTEREZ

• Diplôme de niveau Licence en Commerce, Communication, Opérations ou discipline similaire ; expérience équivalente acceptée.

• Plus de 6 ans d'expérience en leadership QA, opérations de centre de contact ou gestion de la performance en expérience consommateur.

• Excellente maîtrise des frameworks QA, des pratiques de calibration et des leviers de performance.

• Expérience dans l'utilisation ou l'influence d'outils QA assistés par l'IA ; la connaissance de ZOOM est un atout.

• Capacité à piloter une standardisation mondiale tout en respectant les différences culturelles et linguistiques.

• Solide esprit analytique et capacité à transformer les tendances qualité en actions concrètes et pertinentes.

• Excellentes compétences en communication avec la capacité d'influencer des leaders et partenaires multi-régionaux.

• Curiosité, adaptabilité et passion pour l'élévation des standards qualité dans des environnements modernes et enrichis par l'IA.

• Maîtrise de l'anglais et du français requise.

À QUOI RESSEMBLE LE SUCCÈS

• Les standards QA mondiaux évoluent vers des frameworks modernes, soutenus par l'IA, améliorant la précision et la rapidité.

• Tous les marchés démontrent une amélioration de la qualité, de la cohérence et des comportements générateurs de confiance.

• La calibration est solide, équitable et alignée entre les régions.

• Des indicateurs qualité clairs et prédictifs permettent de prévenir les problématiques avant qu'elles n'impactent les consommateurs.

• La fonction QA devient un moteur de confiance pour la marque grâce à l'empathie, la clarté et l'action - incarnant pleinement Hear It, Feel It, Fix It.

Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, RRSP retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, free clinical mental health support, EAP, tuition reimbursement, wellness reimbursement, product discounts, referral bonus program, and more.
Pay Range
$98,500-$147,800 CAD
Our Culture
At SharkNinja, we don't just raise the bar-we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you'll be right at home.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what's possible. When you join, you're not just part of a company-you're part of an outrageously extraordinary community. Together, we won't just launch products-we'll disrupt entire markets.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice

• For candidates based in all regions, please refer to this Candidate Privacy Notice.
• For candidates based in China, please refer to this Candidate Privacy Notice.
• For candidates based in Vietnam, please refer to this Candidate Privacy Notice.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]