Chatbot QA Analyst - Contract

Chatbot Quality Assurance Analyst- Contractor

Our Mission

Zocdoc is the tech company at the beginning of a better healthcare experience. Every day, we are driven by our mission to give power to the patient, building products and services that simplify and streamline the overall healthcare journey for patients and providers, delivering the modern healthcare experience they expect and deserve. Healthcare moves slow. We move fast. Patients deserve speed and convenience.

Your Impact on Our Mission

As an AI QA Analyst, you'll play a crucial role in improving our voice agent that helps healthcare providers manage patient communications efficiently. Your analysis and insights will directly contribute to enhancing the accuracy of our automated call categorization system, ultimately helping healthcare practices provide better service to their patients.

You'll enjoy this role if you are...

• Passionate about improving healthcare technology through data-driven insights
• Detail-oriented with strong analytical skills and an eye for patterns
• Comfortable working with AI tools and providing feedback on their performance
• A clear communicator who can effectively document findings and recommend improvements
• Excited about working in a fast-paced environment where your input drives product development
• Self-motivated and able to balance multiple priorities while maintaining attention to detail

Your day-to-day is...

• Reviewing and analyzing interactions on various channels — including call recordings, chat transcripts, and email threads, to validate the accuracy of AI-driven categorization across all communication types
• Identifying new trends, patterns, and emerging themes within chats, calls, and emails that should be incorporated into the AI system to improve classification coverage and precision
• Creating and maintaining comprehensive categorization guidelines and documentation that address all interaction channels like chat, calls, and emails, ensuring consistency and clarity for both human reviewers and AI training
• Documenting and tracking categorization errors to help improve the AI model's performance
• Collaborating with the development team to provide detailed feedback on system improvements
• Participating in regular team meetings to discuss findings and prioritize improvements
• Contributing to the development of quality metrics and performance standards



You'll be successful in this role if you have...

• A Bachelor’s degree 
• 6 months -2 years of work experience in customer service. 
• Excellent verbal and written communication skills in English 
• Ability to learn quickly and readily adapt to change 
• Strong analytical skills, attention to detail and sharp focus 
• Strong interpersonal and team skills, but still be able to work independently to accomplish team goals