Chatbot Conversation Quality Assurance- Banking

Description:

Evaluates chatbot conversations from Intuit Assist, reviewing for trends, errors, member frustration, etc.

Works with cross-functional stakeholders to identify gaps or other issues.

Serves as a resource for improving responses.

Helps to identify and understand patterns in member satisfaction and dissatisfaction.

Navigate gray areas while translating and applying the intent of security policies to various scenarios.

Participate in 'audit the auditor' programs and calibration sessions.

Become a Subject Matter Expert (SME) in evolving services and products.

Other assigned tasks as needed to perform in this role.

Our Ideal Candidate

1-3 years of support and/or QA experience, financial institution or other highly regulated environment preferred.

Ability to evaluate a chat conversation from a variety of angles and identify specific areas of improvement.

Able to evaluate a member's experience by ensuring that we are providing the correct responses to our members with an empathetic and unbiased approach.

Effective communicator in both verbal and written communication.

Excellent organization, detail oriented, and high level of accuracy.

Proven experience in resolving complex customer issues and managing escalations with internal and external teams

Analytical skills with experience using Microsoft Excel or Google Sheets

Applying data filters, creating charts and graphs, generating pivot tables

Experience with CRM and QA platforms preferred.

Experience working in a contact center is preferred.

Flexible and adaptable to work in a rapidly evolving environment