AI Conversation Quality Specialist

We are seeking an experienced AI Conversation Quality Specialist to help evaluate and improve AI-powered customer service interactions for leading telecommunications, cable, internet, and utility providers in the United States.

In this role, you will apply your Quality Assurance expertise to assess AI-generated conversations, identify improvement opportunities, and help shape the future of customer experience through Artificial Intelligence.

Key Responsibilities

• Evaluate AI-generated customer interactions using structured QA scorecards and rubrics.
• Assess response quality, accuracy, empathy, tone, and escalation handling.
• Document findings and provide detailed feedback.
• Participate in calibration sessions to ensure scoring consistency.
• Identify quality gaps and recommend improvements.
• Create high-quality examples of effective customer interactions.
• Test AI performance across complex and challenging customer scenarios.
• Collaborate with Quality, Conversation Design, and AI teams to improve performance.

Requirements

• Native or near-native American English proficiency.
• 2+ years of Quality Assurance experience in a Contact Center or BPO environment.
• Experience using QA scorecards and quality evaluation frameworks.
• Strong written communication and analytical skills.
• High attention to detail and ability to work independently.

Preferred

• Experience in Telecom, Cable, Internet, or Utility accounts.
• QA Lead, Team Lead, or Training experience.
• Familiarity with AI annotation or conversational AI projects.
• Bilingual English/Spanish.

What We Offer

• 100% Remote position.
• Competitive compensation.
• Opportunity to work on innovative AI projects.
• Professional growth in a rapidly evolving industry.

If you are passionate about quality, customer experience, and emerging technology, we encourage you to apply.