QA Analyst I

Artificial Intelligence Quality Assurance SpecialistOur client, a leading financial technology company, is seeking an Artificial Intelligence Quality Assurance Specialist. Apply today for consideration!Job Title: Artificial Intelligence Quality Assurance SpecialistLocation: Charlotte, NC 28277 (Onsite)Duration: 10 monthsEmployment Type: W2 ContractPay Range: $23-28 per hourJob DescriptionWe are seeking an AI Quality Assurance Specialist to help ensure the quality and effectiveness of generative AI chatbot experiences. This role will evaluate AI conversations, identify errors, trends, member frustration, and opportunities for improvement, while partnering with cross-functional teams to enhance the overall customer experience. The ideal candidate is highly detail-oriented, analytical, and comfortable evaluating complex customer interactions in a rapidly evolving environment.Key ResponsibilitiesAI Quality EvaluationEvaluate AI chatbot conversations and experiences across various productsIdentify trends, errors, gaps, and areas of member frustrationAssess responses for accuracy, quality, empathy, and consistencyIdentify patterns in member satisfaction and dissatisfactionQuality & Process ImprovementProvide recommendations to improve AI responses and customer experiencesNavigate gray areas while applying security policies to different scenariosParticipate in audit-the-auditor programs and calibration sessionsBecome a Subject Matter Expert (SME) on evolving products and servicesCross-Functional CollaborationPartner with internal stakeholders to identify and address quality gapsCommunicate findings and recommendations clearly to relevant teamsSupport resolution of complex customer issues and escalationsQualifications1–3 years of experience in customer support, customer service, or quality assuranceFinancial services or other highly regulated industry experience preferredStrong ability to evaluate customer conversations and identify specific areas for improvementExcellent attention to detail, organization, and accuracyStrong written and verbal communication skillsExperience handling complex customer issues and escalationsAnalytical skills with Microsoft Excel or Google Sheets, including filters, charts/graphs, and pivot tablesExperience with CRM and QA platformsMaestroQA (Rippit) experience preferredFlexible and adaptable in a rapidly changing environmentEqual Employment OpportunityPrideGlobal and its affiliates are an equal opportunity employer. We do not discriminate on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.Fair Chance EmploymentPrideGlobal and its affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.AccommodationsWe are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates