Conversational Analyst QA
2 weeks ago
The Conversation Quality Assurance (QA) will assist with testing and validating conversational AI systems to identify any issues, such as misinterpretations, incomplete responses, or errors.
They also play a crucial role in improving user satisfaction by understanding user expectations and preferences through user-centric testing methodologies.
Please Note :
The position currently is 12 months fixed term with possibility of extension as the role progresses.
Essential Capabilities
- Review HR Bot interactions to assess response quality, tone, and relevance.
- Identify errors, misunderstandings, and poor user experiences in conversations.
- Categorise conversations based on outcome, intent accuracy, and sentiment.
- Close content knowledge gaps.
- Collaborate with the Product Owner to suggest improvements to language, structure, or logic.
- Assist in creating QA & engagement reports and documentation for internal teams
Experience & Qualification Requirements
- 4 – 6
years experience
in digital service industry - Digital/delivery experience or driving digital outcomes
- Experience in using spreadsheets, dashboards (Tableau, SQL, Excel)
Qualification Requirements
- Tertiary qualification (s) preferred, ideally in a financial, business or marketing related discipline
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