Conversational Analyst QA

The Conversation Quality Assurance (QA) role involves testing and validating conversational AI systems to detect issues such as misinterpretations, incomplete responses, and errors. By contributing to improving user satisfaction, you will gain insights into user expectations and preferences through user-centric testing methodologies. This position is a 12-month fixed-term role with the potential for extension as the responsibilities progress. Key Responsibilities include: - Reviewing HR Bot interactions to evaluate response quality, tone, and relevance. - Identifying errors, misunderstandings, and subpar user experiences in conversations. - Categorizing conversations based on outcome, intent accuracy, and sentiment. - Closing content knowledge gaps. - Collaborating with the Product Owner to propose enhancements to language, structure, or logic. - Assisting in developing QA and engagement reports and documentation for internal teams. Experience & Qualifications: - 4-6 years of experience in the digital service industry. - Background in digital/delivery or driving 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.,