QA Specialist

Quality Assurance Specialist
Contract - 1 year
Charlotte, NC
Hybrid onsite

About the Company
Join a leading fintech organization dedicated to helping millions of members take control of their financial lives. Through innovative technology and data-driven insights, the company delivers personalized financial guidance and is investing heavily in generative AI experiences to make that guidance smarter and more accessible.

Job Description
We're looking for an Quality Assurance Specialist to help ensure the quality and effectiveness of a generative AI assistant designed to support and guide members. In this role, you'll evaluate AI chatbot conversations, identify patterns and pain points, and partner with cross-functional teams to close gaps and improve response quality - directly shaping how members experience AI-driven support.

What You'll Be Responsible For

• Evaluating AI experiences across a range of financial products
• Reviewing AI interactions to identify trends, recurring patterns, errors, member frustration, and other experience issues
• Partnering with cross-functional stakeholders to pinpoint gaps and drive improvements
• Serving as a resource for enhancing AI-generated responses
• Analyzing patterns in member satisfaction and dissatisfaction
• Applying sound judgment to translate security policy intent across varied scenarios
• Participating in "audit the auditor" programs and calibration sessions to maintain consistent QA standards
• Developing into a subject matter expert on evolving products and services

Required Experience/Skills

• 1-3 years of Support and/or Customer Service Quality Assurance experience
• Ability to evaluate conversations from multiple perspectives and pinpoint specific improvement opportunities
• Skilled at assessing member experience with an empathetic, unbiased approach
• Strong written and verbal communication skills
• Excellent organizational skills and high attention to detail
• Proven track record resolving complex customer issues and managing escalations across internal/external teams
• Strong analytical skills
• Proficiency in Excel and/or Google Sheets (data filters, charts/graphs, pivot tables)
• Experience with CRM and QA platforms
• Comfortable adapting within a fast-evolving environment

Nice-to-Haves

• Prior experience in a financial institution or other highly regulated environment
• Experience with MaestroQA (Rippit)

Education
Not specified

Pay & Benefits Summary

• $28.77/hr, W2

Apply Now!

AI Quality Assurance Specialist, Quality Assurance, Customer Service QA, Generative AI, Chatbot Evaluation, Fintech, Charlotte NC, Hybrid, Contract, MaestroQA, CRM, Excel, Google Sheets