AI Support Quality Analyst – Remote & Flexible

prolificacademicltd; United States; Remote; USD 25,000 - 41,000; Full time

Benefits offered by this job

Remote work

Task-based pay

Flexible schedule

Job summary

prolificacademicltd in the United States is seeking a role to help improve AI-powered customer service by evaluating automated replies, testing models with real customer scenarios, and reviewing support documentation for quality.

The role is remote with flexible assignments after a brief assessment, paying by task with rates up to $30 per hour. Candidates should have experience in customer support, strong written English, and the ability to explain steps clearly and calmly.

Qualifications

• Experience in a busy customer support, technical support, or client success environment.
• Strong written English and the ability to communicate with suitable clarity and empathy across customer situations.
• Proven skill in de-escalation and in explaining technical or billing troubleshooting step by step.
• High typing speed and the ability to find dependable answers using multiple sources.
• Careful eye for subtle factual, tonal, and reasoning errors.

Responsibilities

• Judge AI support responses for correctness, helpfulness, and consistency with a professional service voice.
• Create sample customer requests and conversation paths, including challenging inquiries and escalations.
• Audit AI-generated FAQs and reusable support messages to ensure they are understandable and technically accurate.
• Categorize the empathy and professionalism of model responses, noting overly robotic language.
• Review outputs against support QA criteria and report problems with facts, tone, or logic.

Skills

Customer support experience

Written English proficiency

De-escalation skills

Typing speed

Information sourcing

Job description

prolificacademicltd in the United States is seeking a role to help improve AI-powered customer service by evaluating automated replies, testing models with real customer scenarios, and reviewing support documentation for quality.

The role is remote with flexible assignments after a brief assessment, paying by task with rates up to $30 per hour. Candidates should have experience in customer support, strong written English, and the ability to explain steps clearly and calmly.