AI Quality Specialist

Job Summary

Owning the quality evaluation and performance monitoring of AI Agents, the full-time remote AI Quality Specialist will review customer interactions across chat and voice channels to identify risks and opportunities for improvement while collaborating with cross-functional teams to enhance customer support experiences.

Key responsibilities

• Review and audit AI chat and voice interactions to evaluate customer experience and AI agent performance
• Identify trends impacting customer satisfaction and operational performance through data analysis
• Build scalable automated reporting frameworks and quality monitoring tools to measure AI performance and operational risk

Required qualifications

• Degree in Business, Communications, Customer Experience, Data Analytics, or a related field
• Experience in AI chat and voice platforms, Quality Assurance, or Customer Support Operations
• Analytical mindset with experience interpreting customer feedback data and operational metrics
• Experience working with CRM systems or AI support tools in a customer-facing environment
• Strong written and verbal communication skills for evaluating conversational quality