About the Job
We are looking for a detail-oriented Bot Quality Analyst to evaluate and improve the performance of AI-powered customer service bots. This role involves reviewing conversation transcripts and voice interactions between bots and customers to assess intent recognition, response accuracy, resolution, and overall customer experience.
You will play a critical role in ensuring our bots deliver a high-quality, seamless customer experience while identifying opportunities to improve automation, expand capabilities, and optimize performance.
As a Bot Quality Analyst, You Will…
Audit bot interactions (voice and chat) to evaluate:
Intent recognition accuracy.
Response correctness and completeness.
Resolution effectiveness.
Overall customer experience.
Identify and document issues, including:
Misclassified intents.
Incorrect or incomplete responses.
Workflow or logic gaps.
Poor or confusing experiences.
Tag root causes and provide transparent, actionable recommendations:
Prompt/response improvements.
New intents to be created.
Workflow or integration enhancements.
Monitor performance trends using reporting dashboards:
Identify recurring issues and emerging patterns.
Highlight high-impact opportunities for improvement.
Validate bot improvements by reviewing post-change interactions.
Contribute to weekly reporting:
Summarize findings, trends, and key insights.
Support recommendations for optimization and expansion.
Participate in calibration sessions to align on quality standards and evaluation criteria
As a Bot Quality Analyst, You Need…
2+ years in one or more of the following:
Quality Assurance (QA) in a BPO or contact center environment.