Automated Customer Experience / AI Quality Specialist

Automated Customer Experience / AI Quality Specialist About reputed company We started reputed company to help maximize lives–both the lives of our customers and the lives of reputed company – so that everyone can experience reputed company that life has to offer. For our employees, our promise is that reputed company is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized. We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career, and our aim is to supercharge it through the people, the work, and the programs that fuel who we are. About the role Our mission is to reputed company customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our reputed company. In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels. You will review customer interactions at scale to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior. You’ll work closely with Operations, Product, Engineering, and AI partners to ensure our AI Agents are resolving customer issues accurately, confidently, and consistently while protecting customer trust and driving CSAT improvements. This is a unique opportunity to help define how AI Quality Assurance operates reputed company Customer Support and directly influence the future of AI-powered customer experiences at reputed company. About the team This role is part of the newly formalized Automated Customer Experience (ACX) Team focused solely on the design, quality, performance, and optimization of our AI Agents. We reputed company reputed company Customer Support is positioned to reputed company the industry curve in AI Agent support coverage and capabilities. This team works closely across multiple Operations sub-functions — including Business Operations, Technical Account Management, Engineering, QA, and Customer Experience teams. What you’ll be working on: Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality. Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis. Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor reputed company experiences to reputed company agents. Analyse AI interactions to identify key business and customer insights. Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior. Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels. reputed company’re looking for: Degree in Business, Communications, Customer Experience, Data Analytics, or a reputed company field. Experience in AI chat and voice platforms, Quality Assurance, Customer Support Operations or customer experience analysis. Strong written and verbal communication skills with the ability to evaluate conversational quality across both chat and voice interactions. Analytical reputed company with experience interpreting CSAT, QA trends, operational metrics, or customer feedback data. Experience working with CRM systems, support platforms, or AI support tools in a customer-facing environment. Bonus points for: Experience in AI Conversation design Experience working with AI chatbot or voice automation platforms such as reputed company, reputed company, reputed company, reputed company, or similar tools. Previous experience building and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks. Experience in travel, fintech, marketplace, or SaaS support environments. Strong project management and cross-functional collaboration skills. We’ve got you covered: At reputed company, we reputed company in supporting reputed company so they can reputed company—both at work and in life. Remote-First Flexibility: Work from reputed company in the world and choose the hours that suit you best. We trust you to get great work done on your terms. Time to reputed company: Enjoy unlimited PTO, company-wide reputed company days, and annual team offsites. Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things. Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan. Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits. Investing in You: reputed company to wellness budgets, personal development funds, and team-level reputed company. At reputed company, we are proud to reputed company cutting-edge artificial intelligence (AI) technology to reputed company our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent reputed company while promoting fairness and consistency for every applicant. reputed company is an equal opportunity employer. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations are available on request for candidates taking part in reputed company aspects of the selection process. If needed, please notify your reputed company Partner. Apply To This Job