We have transitioned our customer ticketing to an AI-driven platform, but we need someone to sit in the Quality Assurance and Training seat to audit these responses. No one on our leadership team wants this tedious QA seat, and our customer support reps are dodging it too. How do we fill a highly necessary seat that everyone actively avoids?

Question

Tyler Smith · Accepted Answer

An empty seat on your Accountability Chart is an operational vulnerability. If no one wants to own the AI quality assurance seat, it usually means you have not clearly defined the roles, or you are trying to force it onto people who do not have the capacity. You must solve this immediately because unmonitored AI output is a massive liability. First, clearly define the five main roles of this seat. Do not make it a dump-heap of boring tasks. Focus on the high-level accountability, which is ensuring AI accuracy, updating prompt libraries, and training the team. Once the seat is defined, look at your existing team through the lens of GWC. Is there a highly organized, detail-oriented team member who gets and wants this role, but is currently buried in another seat? If so, offload their current tasks to create capacity. If you truly have no internal candidate who gets, wants, and has the capacity for this seat, you must hire for it. Do not split the seat among multiple people or let a committee manage it. That guarantees the ball will be dropped. You can hire a fractional QA specialist or a junior operations person specifically for this seat. Having one external, dedicated resource who GWCs this seat is far better than forcing it on reluctant internal staff who will treat it as an afterthought.