Work arrangement: Remote (WFH)
Work schedule: PH night shift
Job Summary
The AI Simulation Specialist will serve as the primary project manager for all AI simulation-based training programs across Qualfon sites and client accounts. This role combines instructional design knowledge, operational coordination, and technology troubleshooting. The specialist will collaborate with Instructional Designers, Subject Matter Experts, operational leaders, and AI vendors to ensure successful design, implementation, adoption, and reporting of AI simulations that support frontline performance and upskilling.
Objectives and duties:
Program Management & Design
- Serve as the primary PM for all AI Simulation projects across multiple client accounts.
- Facilitate weekly or bi-weekly simulation performance meetings with stakeholders.
- Partner with Instructional Designers and Subject Matter Experts (SMEs) or Product Experts to co-design simulation content aligned with key business goals.
- Track and maintain the AI Simulation Inventory and ensure accurate documentation in the Application Inventory Excel.
Tool Management & Troubleshooting
- Act as the main liaison with the AI Vendor, coordinating troubleshooting and feature requests.
- Troubleshoot user login and simulation issues in real time and escalate as needed.
- Add, update, and manage users within the AI simulation platform.
- Train operations leaders and users on how to access, set up, and use the AI simulation tools effectively.
Reporting & Analytics
- Pull and validate usage reports (including cross-referencing reports from key stakeholders) prior to invoice processing.
- Gather performance and usage KPIs by account and site to show adoption, frequency, and outcomes.
- Identify key end-user points of contact (POCs) and work with them to increase engagement and performance.
Stakeholder Engagement
- Partner with Procurement and Operations to drive ongoing adoption of the tool and explore expansion opportunities.
- Present data insights during client or internal meetings to demonstrate ROI and tool effectiveness.
Required Skills & Qualifications
- Strong project management skills with the ability to manage multiple timelines.
- Excellent communication skills; able to liaise between technical teams and operations.
- Comfort in using Excel, pulling reports, and analyzing usage data.
- Ability to troubleshoot tech or login issues methodically.
Preferred:
- Experience managing L&D or tech-enabled training tools, especially AI or simulation platforms.
- Prior experience with SecondNature or similar AI simulation tools.
- Exposure to contact center operations or BPO industry.
- Familiarity with KPI tracking and instructional design basics.
Key Competencies:
- Detail-oriented and organized
- Tech-savvy and solution-oriented
- Stakeholder management
- Data validation and analysis
- Trainer/facilitator skills
