Full-Time AI Quality Analyst

AI Quality Analyst

Job Overview: Drips is revolutionizing customer engagement with Conversations as a Service (CaaS). As an AI Quality Analyst, you will ensure the quality, compliance, and effectiveness of AI-powered conversational systems. Your role will involve auditing, analyzing, and optimizing AI-driven conversations across SMS, chat, and other platforms.

Responsibilities:

1. Auditing Conversations: Review and analyze customer interactions, ensuring alignment with company policies and compliance standards.
2. Quality Assurance: Collaborate with leadership to suggest improvements for AI conversational flows and agent interactions. Refine and maintain audit criteria for AI and human performance.
3. Feedback and Reporting: Deliver constructive feedback to chat agents, supporting their growth. Share insights with leadership, providing recommendations for software improvement. Prepare reports detailing KPIs, trends, and optimizations.
4. Training and Development: Collaborate with training teams to create and enhance educational materials. Support targeted training programs.
5. Compliance Monitoring: Stay updated on industry regulations and ensure compliance with privacy rules and customer communication guidelines.
6. Collaboration: Partner with customer support, development, and training teams to implement solutions.

Qualifications:

• Bachelor's degree in a related field.
• Strong analytical and critical thinking skills.
• Excellent communication skills.
• Familiarity with customer service software or AI conversational platforms.
• Ability to adapt to shifting priorities and handle multiple tasks.
• Eagerness to learn and grow.

Benefits:

• Flexible work environment (remote)
• Health insurance & 401K
• Career opportunities

What is the last date for applying to the job?

Which countries are accepted for this remote job?