Senior Executive

Lumina Datamatics Inc.; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Lumina Datamatics Inc. in Mumbai is seeking an Executive/Senior Executive to support a Chatbot & IVR Conversation Review Project.

The role involves auditing conversations and call recordings to identify defects, inaccuracies, compliance gaps, and customer experience issues, with clear documentation of findings. You will review logs, categorize defects, analyze recurring issues, validate ML-flagged conversations, and escalate unresolved items to stakeholders via email or project tools, while

Qualifications

• Graduate in any discipline and able to pass HR IQ/analytical assessment.
• Typing speed of at least 30 WPM.
• Familiarity with QA processes and defect categorization frameworks.

Responsibilities

• Review chatbot conversations and IVR call recordings to identify defects and issues.
• Analyze recurring issues and validate defect accuracy; escalate unresolved items to stakeholders.
• Ensure SOPs and governance standards are followed and gaps reported for improvement.
• Maintain defect logs and trackers; use Excel for reporting and analytics.
• Document defect trends, root causes, and recommendations for improvement.

Skills

MS Office

Chatbot workflows

QA processes

Education

Graduate degree

Tools

Excel

Job description

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.

4. Tools & Technology Utilization

• Use Excel for maintaining trackers, analysis, and reporting.
• Leverage web research and internal knowledge bases for accurate validation.

5. Reporting & Documentation

• Maintain accurate defect logs and productivity trackers.
• Document defect trends, root causes, and recommendations for improvement.

Mandatory Skills & Qualifications

Technical Skills:

• Proficiency in MS Office (especially Excel).
• Basic understanding of chatbot workflows and IVR systems.
• Familiarity with QA processes and defect categorization frameworks.

Eligibility Criteria

• Graduate in any discipline.
• Must clear an IQ/analytical assessment conducted by HR.
• Typing speed of minimum 30 WPM.