Conversational Analyst QA (FTC)

The Conversation Quality Assurance (QA) role involves testing and validating conversational AI systems to detect issues like misinterpretations, incomplete responses, or errors. By improving user satisfaction through user-centric testing methodologies, you will contribute significantly to enhancing user expectations and preferences. This position is currently a 12-month fixed-term role with the potential for extension as the role evolves. Key Responsibilities: - Review HR Bot interactions to evaluate response quality, tone, and relevance. - Identify errors, misunderstandings, and subpar user experiences in conversations. - Categorize conversations based on outcome, intent accuracy, and sentiment. - Address content knowledge gaps. - Collaborate with the Product Owner to propose enhancements to language, structure, or logic. - Contribute to the creation of QA & engagement reports and internal documentation. Experience & Qualifications: - 4-6 years of experience in the digital service industry. - Background in digital/delivery experience or achieving digital outcomes. - Proficiency in using spreadsheets, dashboards (Tableau, SQL, Excel). Qualification Requirements: - Tertiary qualification(s) preferred, ideally in a financial, business, or marketing-related discipline.,