Bot QA Auditor — Conversational AI Quality Specialist

StartX; Bogotá; Hybride; COP 60 000 000 - 85 000 000; Plein temps

Avantages offerts par ce poste

Health for employees

Life Insurance

Indefinite-term contract

20 days vacation

USD 2,000 annual Co-working Travel per

USD 2,000 annual Professional Develop.

Phone + home office equipment

Catered lunches

Résumé du poste

PayJoy is seeking a Quality Associate BOT to own the QA review of the company’s conversational BOT interactions. You will audit bot-handled conversations end to end, verify tag accuracy and resolution outcomes, document findings with evidence, and track improvements through releases to ensure fixes land as intended.

You will collaborate with cross-functional teams, participate in calibration sessions, and monitor for issues in bot flows, staying current with changes to the bot and scorecard.

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

CRM tools

English & Spanish

Outils

Zendesk

Ultimate

CRM platforms

Google Suite

Office Suite

Description du poste

PayJoy is seeking a Quality Associate BOT to own the QA review of the company’s conversational BOT interactions. You will audit bot-handled conversations end to end, verify tag accuracy and resolution outcomes, document findings with evidence, and track improvements through releases to ensure fixes land as intended.

You will collaborate with cross-functional teams, participate in calibration sessions, and monitor for issues in bot flows, staying current with changes to the bot and scorecard.