Bilingual Bot QA Analyst - Conversational AI

PayJoy, Inc; Puerto Bogotá; Sur place; COP 113 287 000 - 194 206 000; Plein temps

Avantages offerts par ce poste

Health insurance for employees and fam

Life Insurance

Indefinite-term contract

20 days of vacations

Co-working Travel perk: USD 2000/year

Professional Development perk: USD 200

Home office equipment allowance and 福利

Catered lunches

Résumé du poste

PayJoy, Inc. is seeking 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 that Ultimate's reported tags and resolution outcomes match what happened, documents findings with evidence, and tracks releases to ensure fixes land as intended. The position requires 1–2 years in QA or bot auditing, experience with Zendesk/Ultimate, and strong English/Spanish communication.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Quality Assurance

Bot auditing

Analytical thinking

Outils

Zendesk

Ultimate

CRM

Description du poste

PayJoy, Inc. is seeking 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 that Ultimate's reported tags and resolution outcomes match what happened, documents findings with evidence, and tracks releases to ensure fixes land as intended. The position requires 1–2 years in QA or bot auditing, experience with Zendesk/Ultimate, and strong English/Spanish communication.