About Us
Skit.ai is pioneering the new frontier of customer engagement. As a leading Conversational AI company, we are fundamentally transforming the collections industry with our suite of Generative AI-powered voice and message assistants. Our flagship Collection Orchestration Platformthe first of its kindharmonizes communications across all channels, while our proprietary Large Collection Model (LCM) serves as the strategic brain, optimizing every interaction for unparalleled efficiency and customer experience.Our trophy shelf, which includes the BIG AI Excellence Award 2024 and a Stevie Gold Winner for Most Innovative Company, reflects our commitment to innovation. But our true north is the tangible impact we deliver. We are a global team of pioneers headquartered in New York City, and we are looking for a visionary product leader to take ownership of our core intelligence engine from our Bangalore innovation hub.
Job Title:
Junior Product Analyst - Testing & Optimization
Location:
Bangalore, India (100% WFO)
Shift Hours:
1:00 PM - 10:00 PM IST
Experience Required:
1-3 years
Role Overview
We're looking for a Junior Product Analyst to drive Voice AI quality excellence through comprehensive testing, performance analysis, and template optimization for Skit.AI's conversational AI deployments. This role focuses on hands-on testing of voice bots across multiple client implementations, identifying what works and what doesn't, and ensuring template customizations align with client-specific requirements while maintaining best practices.Junior Product Analysts will serve as the front-line quality gatekeepers, conducting extensive testing across various scenarios, documenting performance patterns, and working with the Prompt Engineering team to optimize bot configurations. This role is critical for maintaining high client satisfaction and ensuring consistent voice bot performance across Skit.AI's growing portfolio.
Key Focus Areas
- Extensive voice bot testing across different client scenarios and use cases
- Identifying performance gaps between established templates and client-specific needs
- Analyzing what modifications are needed versus baseline templates
- Quality assurance for new deployments and template customizations
- Performance tracking and pattern recognition across multiple clients
Key Responsibilities
- Voice Bot Testing & Quality Assurance:
- Conduct extensive end-to-end testing of voice bots across different scenarios (happy path, edge cases, error handling)
- Test voice bots against client-specific requirements and use cases (debt collection, payment processing, appointment setting, etc.)
- Perform regression testing after prompt changes or system updates
- Execute test cases covering compliance scenarios (FDCPA, TCPA, CFPB requirements)
- Document test results, bugs, and performance issues with detailed reproduction steps
- Validate bot behavior across different telephony environments and edge cases
- Template Analysis & Customization Assessment:
- Compare client-specific bot configurations against established templates
- Identify deviations and assess whether customizations are necessary or can be standardized
- Document which template modifications are working well versus those causing issues
- Analyze patterns across clients to recommend template improvements
- Create comparison reports showing template versus customized implementations
- Track template reusability metrics and identify opportunities for standardization
- Performance Analysis & Pattern Recognition:
- Analyze call logs, transcripts, and bot performance data to identify recurring issues
- Monitor key metrics (containment rate, transfer rate, call duration, customer sentiment)
- Identify patterns in bot failures across different clients and scenarios
- Document what's working and what's not working with specific examples
- Create performance reports highlighting trends and areas for improvement
- Collaborate with Prompt Engineers to implement fixes for identified issues
- Client-Specific Configuration Support:
- Review client requirements to determine necessary template customizations
- Test customized prompts and configurations to ensure they meet client needs
- Validate that customizations don't break core bot functionality
- Document rationale for each customization versus template baseline
- Ensure customizations maintain compliance and best practices
- Support deployment teams with configuration validation
- Documentation & Knowledge Sharing:
- Maintain detailed test documentation including test cases, results, and bug reports
- Create lessons learned documentation from each deployment
- Document best practices for testing voice AI applications
- Build knowledge base of common issues and their resolutions
- Contribute to improvement of testing frameworks and protocols
- Share insights in weekly team meetings and monthly reports
Essential
Required Work Experience & Skills:
- 1-3 years in QA, product testing, or product analysis roles
- Strong analytical mindset with attention to detail
- Experience with test case design and execution
- Proficiency in Excel/Google Sheets for data analysis
- Excellent written communication for bug reports and documentation
- Systematic approach to problem-solving and root cause analysis
- Basic understanding of APIs, webhooks, or software systems
Preferred
- Experience testing conversational AI, chatbots, or voice applications
- Familiarity with collections industry or financial services
- Strong educational background from Tier-1 institutions
- Experience with testing tools (Postman, SQL, or similar)
- Understanding of NLP or conversational AI concepts
- Prior work with CRM systems or telephony platforms
Technical Skills
- Data analysis
- Bug tracking and documentation (Jira, Notion, or similar)
- Basic understanding of API testing and webhook workflows
- Comfortable learning new tools and platforms quickly
- Ability to read and understand conversation logs and transcripts
Soft Skills
- Meticulous attention to detail and quality
- Strong verbal and written communication
- Collaborative mindset to work with cross-functional teams
- Curiosity to understand why things work or don't work
- Adaptability to work across multiple client contexts simultaneously
- Proactive problem-solving approach
- Patience for repetitive testing tasks
Other Qualifications
- Must be comfortable working US business hours (1:00 PM - 10:00 PM)
- Self-motivated with ability to manage testing workload independently
- Comfortable working in a fast-paced environment with multiple concurrent projects
- Strong English communication skills (both written and verbal) for client interactions
