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 Platform the first of its kind harmonizes 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.AIs conversational AI deployments. This role focuses on hands-on testing of voice bots across multiple client implementations, identifying what works and what doesnt, 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.AIs 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:
1. 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
2. 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
3. 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 "whats working" and "whats not working" with specific examples
Create performance reports highlighting trends and areas for improvement
Collaborate with Prompt Engineers to implement fixes for identified issues
4. 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 dont 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
5. 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
Required Work Experience & Skills:
Essential:
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 dont 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
