We are seeking a detail-oriented and proactive Executive/Senior Executive to support a Chatbot & IVR Conversation Review Project. The role involves auditing AI chatbot conversations and IVR call recordings to identify defects, inaccuracies, compliance gaps, and customer experience issues. The ideal candidate should possess robust analytical skills, excellent written communication, and the ability to categorize and document conversation defects accurately.
Key Responsibilities
1. Conversation Review & Defect Identification
- Review chatbot conversation logs and IVR call recordings.
- Identify defects such as incorrect responses, misleading information, broken flows, escalation failures, or compliance gaps.
- Categorize defects based on predefined taxonomies and quality frameworks.
- Flag critical customer-impacting issues for immediate attention.
2. Quality Analysis & Resolution
- Analyze recurring issues and highlight patterns in bot or IVR performance.
- Validate ML-flagged conversations and confirm defect accuracy.
- Escalate unresolved or complex issues to relevant stakeholders via email or project management tools.
- Suggest corrective actions and process improvements.
3. SOP Compliance & Governance
- Develop a strong understanding of QA guidelines and conversation review SOPs.
- Ensure adherence to compliance standards and regulatory requirements.
- Identify and report gaps in SOPs or quality frameworks for enhancement.