Associate Quality Audit Analyst

PayJoy; Bogotá; On-site; COP 194,206,000 - 291,309,000; Full time

Benefits offered by this job

100% Health for employees and family

Life Insurance

Indefinite-term contract

20 vacation days, unlimited sick leave

Co-working Travel perk

Professional Development perk

Phone finance, headset, home office

Catered lunches

Job summary

PayJoy, Inc. seeks a Quality Associate BOT to own the quality review of PayJoy's conversational BOT interactions.

This role audits bot-handled conversations end to end, verifies tags and outcomes against actual conversations, documents findings, and tracks optimization releases to ensure fixes land as intended, contributing to a reliable BOT QA program. The role requires 1–2 years in QA or bot auditing, familiarity with Zendesk and Ultimate, and bilingual English/Spanish communication.

Qualifications

• 1–2 years in Quality Assurance, bot/conversational AI auditing, or contact center quality.

Responsibilities

• Complete 2,000 bot conversation reviews a month (≈100 per day).
• Send a weekly findings report covering market results, data gaps, defects, and open tickets.
• Lead biweekly calibration meetings with the optimization team to review findings and priorities.
• Submit improvement tickets in Zendesk with evidence, severity and conversation ID; confirm fixes on ship.
• Monitor optimization releases at 24h and 1 week after go-live to confirm fixes.
• Flag authentication, agent-handoff, and dead-end issues in bot flows for escalation.

Skills

Quality Assurance

Bot auditing

Analytical skills

Tools

Zendesk

Ultimate

CRM/bot platforms

Google Suite

Office Suite

Job description

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Quality Associate BOT owns the quality review of PayJoy's conversational BOT interactions. This role audits bot-handled conversations end to end, verifies that Ultimate's reported tags and resolution outcomes match what actually happened, documents findings with evidence, and tracks every optimization release to confirm fixes land as intended, contributing to a reliable, trusted BOT QA program.

About PayJoy

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Quality Associate BOT owns the quality review of PayJoy's conversational BOT interactions. This role audits bot-handled conversations end to end, verifies that Ultimate's reported tags and resolution outcomes match what actually happened, documents findings with evidence, and tracks every optimization release to confirm fixes land as intended, contributing to a reliable, trusted BOT QA program.

Responsibilities

• Complete 2,000 bot conversation reviews a month (about 100 a day, but not limited to), auditing Ultimate's tags and reported resolution against the actual conversation
• Send a weekly findings report covering key results by market, Ultimate data gaps, new defects, and the status of open tickets
• Lead a biweekly calibration meeting with the optimization team to review findings, agree on priorities, and calibrate scoring
• Submit improvement tickets in Zendesk with evidence, severity, and the conversation ID, and confirm fixes once they ship
• Monitor optimization releases at 24 hours and again one week after go-live to confirm each fix worked as intended
• Flag authentication, agent-handoff, and dead-end issues in bot flows for escalation per established protocols
• Stay current with the bot's question set, scorecard updates, and process changes communicated by the QA team

Requirements

• 1–2 years in Quality Assurance, bot/conversational AI auditing, or contact center quality
• Experience auditing or working with conversational bots (e.g. Ultimate) and CRM/ticketing tools is highly valued
• Zendesk, Ultimate, or equivalent CRM/bot platforms at an intermediate level
• Google Suite and Office Suite at intermediate level
• Familiarity with quality monitoring and reporting tools
• Meticulous attention to detail when auditing BOT conversations and tags
• Clear and constructive written and verbal communication, fluent in English and Spanish.
• Proactivity and ability to work both independently and collaboratively
• Analytical skills to identify patterns, flag issues, and support root cause analysis
• Service mindset and accountability
• Openness to feedback and continuous learning mindset

Benefits

• 100% Company-funded Health for employees and immediate family members
• Life Insurance
• Indefinite-term contract
• 20 days of vacations, unlimited sick leave
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Phone finance, headphone benefit, home office equipment allowance and wellness perks
• Catered lunches

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.