Automated Customer Experience – AI Quality Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Conduct reviews and audits of AI chat and voice interactions to assess customer experience, AI agent performance, adherence to policies, handling of escalations, and quality of resolutions.

• Detect trends affecting CSAT, containment, customer effort, and operational performance through interaction assessments and data analysis.

• Supervise AI malfunctions, including hallucinations, looping behaviors, incorrect resolutions, and inadequate transitions to human agents.

• Examine AI interactions to extract essential business and customer insights.

• Collaborate with conversation designers, product, and operations teams to enhance prompts, escalation logic, recovery processes, and conversational behavior.

• Create scalable automated reporting frameworks and quality monitoring tools that evaluate AI performance, customer impact, and operational risks across various channels.

⛳️ Requirements

• A degree in Business, Communications, Customer Experience, Data Analytics, or a related discipline.

• Background in AI chat and voice platforms, Quality Assurance, Customer Support Operations, or customer experience evaluation.

• Excellent written and verbal communication skills, capable of assessing conversational quality in both chat and voice formats.

• Analytical mindset with experience in interpreting CSAT, QA trends, operational metrics, or customer feedback data.

• Familiarity with CRM systems, support platforms, or AI support tools within a customer-facing context.

• Bonus points for:

• Experience in AI conversation design.

• Familiarity with AI chatbot or voice automation platforms such as Decagon, Ada, Intercom, PolyAI, or similar tools.

• Previous experience in developing and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks.

• Experience in travel, fintech, marketplace, or SaaS support environments.

• Strong project management abilities and skills in cross-functional collaboration.

🏝️ Benefits

• Remote-First Flexibility: Work from anywhere globally and select the hours that work best for you. We trust you to deliver excellent results on your own terms.

• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.

• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel enhance your daily experience.

• Family-Friendly Benefits: We support expanding families with generous parental leave and a flexible return-to-work plan.

• Comprehensive Compensation: Enjoy a competitive salary, equity options, and top-tier benefits.

• Investing in You: Access wellness budgets, personal development funds, and team-level learning resources.