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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance and bot auditing, with a strong focus on analyzing conversational AI interactions and optimizing performance. Proficient in using CRM tools like Zendesk and conducting detailed reporting and communication in both English and Spanish.
Highest-signal resume keywords
Quality Assurance ExperienceConversational AI AuditingZendesk ProficiencyAnalytical SkillsBilingual Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality MonitoringBot Conversation AuditingRoot Cause AnalysisData ReportingTag Auditing
Soft Skills
Attention to DetailProactivityCollaborative WorkOpenness to FeedbackService Mindset
Tools & Technologies
ZendeskUltimateGoogle SuiteOffice SuiteReporting Tools
Industry Keywords
Conversational BotsContact Center QualityOptimization ReleasesCalibration MeetingsTicketing Tools
About the role
Key responsibilities & impact- Complete 2,000 bot conversation reviews a month, about 100 a day but not limited to, auditing Ultimate's tags and reported resolution against the actual conversation.
- Send a weekly findings report covering key results by market, Ultimate data gaps, new defects, and the status of open tickets.
- Lead a biweekly calibration meeting with the optimization team to review findings, agree on priorities, and calibrate scoring.
- Submit improvement tickets in Zendesk with evidence, severity, and the conversation ID, and confirm fixes once they ship.
- Monitor optimization releases at 24 hours and again one week after go-live to confirm each fix worked as intended.
- Flag authentication, agent-handoff, and dead-end issues in bot flows for escalation per established protocols.
- Stay current with the bot's question set, scorecard updates, and process changes communicated by the QA team.
- Own the quality review of PayJoy's conversational BOT interactions, auditing bot-handled conversations end to end and tracking optimization releases.
Requirements
What you’ll need- 1–2 years in Quality Assurance, bot/conversational AI auditing, or contact center quality.
- Experience auditing or working with conversational bots (e.g. Ultimate) and CRM/ticketing tools is highly valued.
- Zendesk, Ultimate, or equivalent CRM/bot platforms at an intermediate level.
- Google Suite and Office Suite at intermediate level.
- Familiarity with quality monitoring and reporting tools.
- Meticulous attention to detail when auditing BOT conversations and tags.
- Clear and constructive written and verbal communication, fluent in English and Spanish.
- Proactivity and ability to work both independently and collaboratively.
- Analytical skills to identify patterns, flag issues, and support root cause analysis.
- Service mindset and accountability.
- Openness to feedback and continuous learning mindset.
Benefits
Comp & perks- 100% Company-funded Health for employees and immediate family members
- Life Insurance
- Indefinite-term contract
- 20 days of vacations, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone finance, headphone benefit, home office equipment allowance and wellness perks
- Catered lunches