Gen AI QA Specialist - Fintech (Hybrid, 1yr Contract)

Catapult Federal Services; Charlotte (NC); Hybrid; USD 33,000 - 47,000; Full time

Job summary

Catapult Federal Services in Charlotte, NC is seeking a Quality Assurance Specialist to ensure the quality and effectiveness of a generative AI assistant for member guidance. You will evaluate chatbot conversations, spot trends, and collaborate with cross-functional teams to improve response quality.

The role requires 1–3 years in QA for support or customer service, strong communication, and exceptional attention to detail in a fast-evolving fintech environment.

Qualifications

• 1–3 years of Quality Assurance in Support or Customer Service
• Ability to evaluate conversations from multiple perspectives and identify improvements
• Empathetic, unbiased assessment of member experience
• Strong written and verbal communication skills
• Excellent organizational skills and high attention to detail
• Proven track record resolving complex customer issues and managing escalations
• Strong analytical skills
• Proficiency in Excel and/or Google Sheets (filters, charts, pivot tables)
• Experience with CRM and QA platforms
• Comfortable in a fast-evolving environment

Responsibilities

• Evaluate AI experiences across financial products
• Review AI interactions to identify trends and issues
• Partner with cross-functional teams to close gaps and improve responses
• Serve as a resource for improving AI-generated responses
• Analyze patterns in member satisfaction and dissatisfaction
• Translate security policy intent across scenarios
• Participate in audit and calibration programs to maintain QA standards
• Develop into a subject matter expert on evolving products and services

Skills

Quality Assurance

Customer service

Analytical skills

Written and verbal communication

Excel/Google Sheets

CRM and QA platforms

Tools

MaestroQA (Rippit)

Job description

Catapult Federal Services in Charlotte, NC is seeking a Quality Assurance Specialist to ensure the quality and effectiveness of a generative AI assistant for member guidance. You will evaluate chatbot conversations, spot trends, and collaborate with cross-functional teams to improve response quality.

The role requires 1–3 years in QA for support or customer service, strong communication, and exceptional attention to detail in a fast-evolving fintech environment.