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 robust 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.

4. Tools & Technology Utilization

- Use Excel for maintaining trackers, analysis, and reporting.
- Leverage web research and internal knowledge bases for accurate validation.

5. Reporting & Documentation

- Maintain accurate defect logs and productivity trackers.

Document defect trends, root causes, and recommendations for improvement.

📌 Chatbot & IVR Quality Review (Mumbai)
🏢 Lumina Datamatics
📍 Mumbai