Customer Support Executive

Lumina Datamatics Inc.; Mumbai Suburban, Mumbai; Presencial; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Lumina Datamatics Inc. in Mumbai is seeking an Executive/Senior Executive to audit AI chatbot conversations and IVR recordings for defects, accuracy, and customer experience issues. The role requires strong analytical and written communication skills to document findings clearly.

You will categorize defects using predefined taxonomies, escalate critical issues, and contribute to process improvements while ensuring alignment with QA guidelines and regulatory standards.

Descripción del empleo

Job Overview

We are seeking a detail-oriented and proactive Executive/Senior Executive to support a Chatbot & IVR Conversation Review Project. The role involves auditing AI chatbot conversations and IVR call recordings to identify defects, inaccuracies, compliance gaps, and customer experience issues. The ideal candidate should possess strong analytical skills, excellent written communication, and the ability to categorize and document conversation defects accurately.

Key Responsibilities

1. Conversation Review & Defect Identification

• Review chatbot conversation logs and IVR call recordings.
• Identify defects such as incorrect responses, misleading information, broken flows, escalation failures, or compliance gaps.
• Categorize defects based on predefined taxonomies and quality frameworks.
• Flag critical customer-impacting issues for immediate attention.

2. Quality Analysis & Resolution

• Analyze recurring issues and highlight patterns in bot or IVR performance.
• Validate ML-flagged conversations and confirm defect accuracy.
• Escalate unresolved or complex issues to relevant stakeholders via email or project management tools.
• Suggest corrective actions and process improvements.

3. SOP Compliance & Governance

• Develop a strong understanding of QA guidelines and conversation review SOPs.
• Ensure adherence to compliance standards and regulatory requirements.
• Identify and report gaps in SOPs or quality frameworks for enhancement.