Quality Assurance/QA Specialist

OpenCall.ai (YC W24); Philippinen; Vor Ort; PHP 617.000 - 739.000; Vollzeit

Zusammenfassung

OpenCall.ai (YC W24) seeks a Quality Assurance Specialist to ensure our AI voice agents sound natural, respond accurately, and handle complex medical conversations. You will test both inbound and outbound calls, push for edge-case coverage, and document findings for rapid improvement.

This is a full-time contract position paying 960 USD per month for 40 hours per week, with potential to transition to a permanent role based on performance.

Qualifikationen

• 5+ years of experience in quality assurance, conversational design testing, contact center operations, or a similarly rigorous analytical role.
• Native-level or highly fluent English with excellent listening and speaking skills.
• Meticulous attention to detail and ability to spot subtle differences between helpful and robotic AI responses.
• Tech-savvy and comfortable working with technical teams, dashboards, and modern logging tools.

Aufgaben

• Conversational Testing: test inbound/outbound AI voice agents over the phone, simulating real patient interactions and edge cases.
• Issue Identification & Reporting: document bugs, prompt failures, natural pauses, and dead-ends; report findings to engineering teams.
• Call Auditing & Grading: review call recordings/transcripts and rate AI performance against quality and safety standards.
• Collaborative Iteration: work with Agent Developers and Customer Success Managers to verify adherence to complex scheduling workflows.

Kenntnisse

Quality assurance

Conversational testing

Attention to detail

Analytical thinking

Communication skills

Cross-functional collaboration

Problem solving

Documentation

Jobbeschreibung

OpenCall's voice AI handles calls for multi-location medical groups. We're solving a unique challenge: pushing the limits of AI at millisecond performance to have the best human-like customer service experience at enterprise scale. Our AI is faster, cheaper, more powerful, and more reliable than anything else on the market. We let businesses answer the phone and make outbound calls automatically—answering questions, booking appointments, and integrating directly with existing booking software. We are looking for a Quality Assurance Specialist who can rigorously pressure-test our AI agents and ensure they consistently deliver a flawless, human-like conversational experience for the medical and dental practices we serve.

About the role

As a Quality Assurance Specialist at OpenCall, you are the final line of defense ensuring our AI voice agents sound natural, respond accurately, and navigate complex conversations flawlessly. This is a highly impactful, non-engineering role focused entirely on conversational quality and product reliability.You will rigorously test both our inbound and outbound phone agents, actively trying to break them by introducing edge cases, unexpected questions, and complex medical scheduling scenarios. You will ensure our AI can handle the unpredictable nature of real human conversations before deployments go live for our medical and dental practices.

This is a full-time contract position at $960 USD per month for 40 hours per week, with the opportunity to transition to a permanent full-time role based on performance and business needs.

Responsibilities

• Conversational Testing: Conduct extensive manual testing of inbound and outbound AI voice agents over the phone, simulating real-world patient interactions, objections, and edge cases.
• Issue Identification & Reporting: Document bugs, prompt failures, unnatural pauses, and conversational dead-ends. You will translate these conversational breakdowns into clear, actionable reports for our engineering and prompt development teams.
• Call Auditing & Grading: Listen to and review call recordings and transcripts from live and test environments to grade AI performance against our strict quality and safety standards.
• Collaborative Iteration: Work closely with Agent Developers and Customer Success Managers to understand customer-specific workflows (like complex dental scheduling rules) and verify that the AI adheres to those precise constraints.

What we're looking for

• Extensive QA or relevant experience: You have 5+ years of experience in quality assurance, conversational design testing, contact center operations, or a highly rigorous analytical role.
• Exceptional English fluency: Because you are evaluating the nuances of spoken English—including tone, register, phrasing, and regional accents—native-level or highly fluent English speaking and listening skills are an absolute requirement.
• Meticulous attention to detail: You notice the subtle difference between an AI sounding "helpful" versus "robotic," and you possess the focus required to run through dozens of conversational flows without letting small errors slip through the cracks.
• Tech-savvy problem solver: You do not need to be an engineer or write code, but you must be highly comfortable working alongside technical teams, navigating internal dashboards, and utilizing modern software tools to log your findings.

Preferred Qualifications

• Full overlap with US business hours (partial overlap is acceptable for the ideal candidate).
• Prior experience testing voice AI, chatbots, LLMs, or working in conversational AI.
• Familiarity with healthcare operations, medical/dental scheduling workflows, or terminology.