QA Analyst I

Our client, a leading financial technology company, is seeking an Artificial Intelligence Quality Assurance Specialist

Apply today for consideration!

Job Title: Artificial Intelligence Quality Assurance Specialist

Location: Charlotte, NC 28277 (Onsite)

Duration: 10 months

Employment Type: W2 Contract

Pay Range: $23-28 per hour

Job Description

We 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 Responsibilities

AI Quality Evaluation

• Evaluate AI chatbot conversations and experiences across various products
• Identify trends, errors, gaps, and areas of member frustration
• Assess responses for accuracy, quality, empathy, and consistency
• Identify patterns in member satisfaction and dissatisfaction

Quality & Process Improvement

• Provide recommendations to improve AI responses and customer experiences
• Navigate gray areas while applying security policies to different scenarios
• Participate in audit-the-auditor programs and calibration sessions
• Become a Subject Matter Expert (SME) on evolving products and services

Cross-Functional Collaboration

• Partner with internal stakeholders to identify and address quality gaps
• Communicate findings and recommendations clearly to relevant teams
• Support resolution of complex customer issues and escalations

Qualifications

• 1–3 years of experience in customer support, customer service, or quality assurance
• Financial services or other highly regulated industry experience preferred
• Strong ability to evaluate customer conversations and identify specific areas for improvement
• Excellent attention to detail, organization, and accuracy
• Strong written and verbal communication skills
• Experience handling complex customer issues and escalations
• Analytical skills with Microsoft Excel or Google Sheets, including filters, charts/graphs, and pivot tables
• Experience with CRM and QA platforms
• MaestroQA (Rippit) experience preferred
• Flexible and adaptable in a rapidly changing environment
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