Bot Quality Analyst

IntouchCX; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

IntouchCX is seeking a detail-oriented Bot Quality Analyst to evaluate and improve AI-powered customer service bots. You will review transcripts and voice interactions to assess intent recognition, response accuracy, resolution, and overall customer experience.

You will identify issues, document root causes, provide actionable recommendations, monitor trends on dashboards, and contribute to weekly reports while calibrating quality standards with global teams.

Qualifications

• 2+ years in QA in a BPO or contact center environment.
• Experience in customer support (voice or chat).
• Familiarity with conversational AI evaluation preferred.
• Ability to interpret transcripts and customer interactions.
• Strong written and verbal English communication.

Responsibilities

• Audit bot interactions (chat and voice) for intent accuracy and resolution.
• Identify misclassifications, incorrect responses, and workflow gaps.
• Document root causes and provide actionable recommendations.
• Monitor performance trends using dashboards and reports.
• Validate improvements with post-change reviews.
• Contribute to weekly reporting with insights and recommendations.
• Participate in calibration sessions to align quality standards.

Skills

QA in BPO

Customer support

Conversational AI

Job description

About the Job

We are looking for a detail-oriented Bot Quality Analyst to evaluate and improve the performance of AI-powered customer service bots. This role involves reviewing conversation transcripts and voice interactions between bots and customers to assess intent recognition, response accuracy, resolution, and overall customer experience.

You will play a critical role in ensuring our bots deliver a high-quality, seamless customer experience while identifying opportunities to improve automation, expand capabilities, and optimize performance.

As a Bot Quality Analyst, You Will…

• Audit bot interactions (voice and chat) to evaluate:
  • Intent recognition accuracy.
  • Response correctness and completeness.
  • Resolution effectiveness.
  • Overall customer experience.
• Identify and document issues, including:
  • Misclassified intents.
  • Incorrect or incomplete responses.
  • Workflow or logic gaps.
  • Poor or confusing experiences.
• Tag root causes and provide clear, actionable recommendations:
  • Prompt/response improvements.
  • New intents to be created.
  • Workflow or integration enhancements.
• Monitor performance trends using reporting dashboards:
  • Identify recurring issues and emerging patterns.
  • Highlight high-impact opportunities for improvement.
• Validate bot improvements by reviewing post-change interactions.
• Contribute to weekly reporting:
  • Summarize findings, trends, and key insights.
  • Support recommendations for optimization and expansion.
• Participate in calibration sessions to align on quality standards and evaluation criteria

As a Bot Quality Analyst, You Need…

• 2+ years in one or more of the following:
  • Quality Assurance (QA) in a BPO or contact center environment.
  • Customer support (voice or chat).
  • Conversational AI/chatbot/virtual assistant evaluation (preferred).
• Ability to interpret conversation transcripts and customer interactions.
• Understanding of customer service workflows and common support scenarios.
• Familiarity with intent-based systems or chatbot frameworks (preferred).
• Comfortable working with dashboards and performance reports.
• Based in India with the ability to work in a structured, deadline-driven environment.
• Strong communication skills to collaborate with global teams.
• Ability to work independently while maintaining consistency and accuracy.
• High-quality, consistent audits with clear root cause identification.
• Meaningful recommendations that improve bot performance.
• Strong contribution to weekly reporting and insights.
• Continuous improvement in bot accuracy, resolution, and customer experience.
• Strong attention to detail and analytical thinking.
• Excellent written and verbal English communication skills (mandatory).
• Ability to clearly document findings and provide structured feedback.
• Strong judgment in evaluating quality, accuracy, and customer experience.