vEngageai | Customer Service Quality Analyst

4 weeks ago


Indore, India vEngageai Full time
At Vengage, we deliver cutting-edge healthcare solutions in the cloud. As a

AI-Call Interaction Analyst , you will play a pivotal role in evaluating and enhancing the performance of our AI assistant during interactions with callers. Your primary responsibilities will include analyzing AI-caller conversations, identifying issues, creating test cases, and ensuring that the AI system delivers an optimal user experience.

Job Description :Analyse the product:

Review and assess interactions between the AI assistant and callers to identify areas for improvement, from both a high-level and granular perspective.Identify Issues:

Detect and document issues that may lead to caller hang-ups or escalations, focusing on enhancing user experience.Create Test Cases:

Develop comprehensive test cases around identified fixes, considering the variability in human behaviour and ensuring solutions are robust and comprehensive.Testing:

Execute tests to validate the effectiveness of implemented fixes and ensure the AI's performance aligns with quality standards.

Qualifications:Analytical Skills:

Strong ability to assess conversational data and pinpoint areas needing improvement.Attention to Detail:

Meticulous in identifying subtle issues that could impact user experience.Communication Skills:

Capable of documenting findings clearly and presenting them effectively to the development team for further action.Problem-Solving:

Ability to generate actionable solutions that enhance the AI's interaction quality and performance.Testing Experience:

Experience in testing processes, with proficiency in creating and executing test cases to validate AI functionality and user experience.Adaptability:

Willingness to stay informed about the latest advancements in AI technology and contribute to ongoing improvements.

Preferred Qualifications:Familiarity with conversational AI or related fields.Familiarity with issue-tracking tools like

JIRA .Ability to thrive in a fast-paced startup environment, where agility and adaptability are key.



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