Chatbot Operations & Insights Associate

Daraz

Karachi Division

On-site

PKR 600,000 - 1,200,000

Full time

6 days ago

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Job summary

Daraz is seeking a proactive Chatbot Analyst in Karachi to manage the knowledge base, assist in model training, and collaborate with product and tech teams to roll out new features. You will analyze customer interactions and chatbot data logs to improve coverage and satisfaction, applying business knowledge to craft optimal resolutions with current technologies.

The role requires a Bachelor’s degree in IT or CS and 1–2+ years in e-commerce/AI customer service, with strong data analysis and

Qualifications

Bachelor's degree in IT, CS, or equivalent.
1-2+ years of customer service in e-commerce/AI products.
Knowledge of SQL/Python and Excel for data analysis.
Ability to research and solve issues quickly.
Clear content writing and reporting skills.
Ability to work independently and manage deadlines.
Organized and able to handle multiple priorities.
Familiarity with chatbot industry standards is a plus.

Responsibilities

Manage and maintain the chatbot knowledge base to provide quick resolutions.
Participate in chatbot model training to improve the model accuracy and chatbot answer matching.
Collaborate with the product and tech teams to implement new features in chatbot and conduct user acceptance testing for the newly launched features.
Applying data analysis techniques to analyze customer interactions and chatbot data logs to improve coverage, resolution rate and customer satisfaction of AI products.
Combine business knowledge and customer use cases to provide the best possible resolution fitting user needs with application of existing technologies.