Conversational Analyst QA (FTC)

The Conversation Quality Assurance (QA) will assist with testing and validating conversational AI systems to identify any issues, such as misinterpretations, incomplete responses, or errors.

They also play a crucial role in improving user satisfaction by understanding user expectations and preferences through user-centric testing methodologies.

Please Note :

Essential Capabilities

• Review HR Bot interactions to assess response quality, tone, and relevance.
• Identify errors, misunderstandings, and poor user experiences in conversations.
• Categorise conversations based on outcome, intent accuracy, and sentiment.
• Close content knowledge gaps.
• Collaborate with the Product Owner to suggest improvements to language, structure, or logic.
• Assist in creating QA & engagement reports and documentation for internal teams

Experience & Qualification Requirements

• 4 – 6

  years experience

  in digital service industry
• Digital/delivery experience or driving digital outcomes
• Experience in using spreadsheets, dashboards (Tableau, SQL, Excel)

Qualification Requirements

• Tertiary qualification (s) preferred, ideally in a financial, business or marketing related discipline