Conversational AI QA & Performance Lead (Remote)

Salt Digital Recruitment; Greater London; On-site; GBP 45,000 - 55,000; Full time

Job summary

Salt Digital Recruitment is seeking a Live Chatbot Performance & QA Manager for a 6-month FTC opportunity, either remotely or from London 1 day per week. This role involves ownership of chatbot and live chat performance and working closely with technical and customer teams.

Key responsibilities include auditing interactions, monitoring metrics, and ensuring compliance with regulatory requirements. The ideal candidate should possess experience in chatbot quality assurance and stakeholder management skills.

The salary is up to £50,000 depending on experience, with a strong emphasis on improving user experience through technology.

Qualifications

• Experience monitoring and assuring quality of chatbot and/or live chat interactions.
• Strong understanding of conversational flows, journey design and containment optimisation.
• Experience working with technical teams to resolve defects and improve performance.
• Knowledge of governance and regulatory compliance in customer interactions.
• Excellent stakeholder management and influencing skills.

Responsibilities

• Audit chatbot and live chat interactions for accuracy, tone and quality.
• Monitor performance metrics and identify opportunities to improve containment and user satisfaction.
• Identify logical flaws, defects and journey gaps, working with technical teams to resolve underlying issues.
• Provide structured feedback to live agents and chatbot development teams.
• Review and refine conversational journeys to improve user experience.
• Ensure regulatory requirements and internal policies are adhered to.

Job description

Salt Digital Recruitment is seeking a Live Chatbot Performance & QA Manager for a 6-month FTC opportunity, either remotely or from London 1 day per week. This role involves ownership of chatbot and live chat performance and working closely with technical and customer teams.

Key responsibilities include auditing interactions, monitoring metrics, and ensuring compliance with regulatory requirements. The ideal candidate should possess experience in chatbot quality assurance and stakeholder management skills.

The salary is up to £50,000 depending on experience, with a strong emphasis on improving user experience through technology.