QA Analyst I

Russell Tobin; Charlotte (NC); On-site; USD 32,000 - 39,000; Full time

Job summary

Russell Tobin is seeking an Artificial Intelligence Quality Assurance Specialist for a 10-month, onsite contract in Charlotte, NC. You will evaluate generative AI chatbot conversations, identify errors and trends, and partner with cross-functional teams to improve customer experiences.

The ideal candidate has 1-3 years in QA or customer support, strong attention to detail, excellent communication, and proficiency with Excel or Google Sheets and QA tools such as MaestroQA.

Qualifications

• 1-3 years of experience in customer support, customer service, or quality assurance.
• Strong written and verbal communication skills.
• Excellent attention to detail, organization, and accuracy.

Responsibilities

• Evaluate AI chatbot conversations and experiences across products.
• Identify trends, errors, gaps, and areas of member frustration.
• Assess responses for accuracy, quality, empathy, and consistency.
• Provide recommendations to improve AI responses and customer experiences.
• Partner with internal stakeholders to address quality gaps.

Skills

Communication

Attention to detail

Analytical skills

Tools

Microsoft Excel

Google Sheets

MaestroQA (Rippit)

Job description

Our client, a leading financial technology company, is seeking an Artificial Intelligence Quality Assurance Specialist

Job Title:

Artificial Intelligence Quality Assurance Specialist

Location:

Charlotte, NC 28277 (Onsite)

Duration:

10 months

Employment Type:

W2 Contract

Pay Range:

$23-28 per hour

Job Description

We are seeking an AI Quality Assurance Specialist to help ensure the quality and effectiveness of generative AI chatbot experiences. This role will evaluate AI conversations, identify errors, trends, member frustration, and opportunities for improvement, while partnering with cross-functional teams to enhance the overall customer experience.

The ideal candidate is highly detail-oriented, analytical, and comfortable evaluating complex customer interactions in a rapidly evolving environment.

Key Responsibilities

AI Quality Evaluation

• Evaluate AI chatbot conversations and experiences across various products
• Identify trends, errors, gaps, and areas of member frustration
• Assess responses for accuracy, quality, empathy, and consistency
• Identify patterns in member satisfaction and dissatisfaction

Quality & Process Improvement

• Provide recommendations to improve AI responses and customer experiences
• Navigate gray areas while applying security policies to different scenarios
• Participate in audit-the-auditor programs and calibration sessions
• Become a Subject Matter Expert (SME) on evolving products and services

Cross-Functional Collaboration

• Partner with internal stakeholders to identify and address quality gaps
• Communicate findings and recommendations clearly to relevant teams
• Support resolution of complex customer issues and escalations

Qualifications

• 1-3 years of experience in customer support, customer service, or quality assurance
• Financial services or other highly regulated industry experience preferred
• Strong ability to evaluate customer conversations and identify specific areas for improvement
• Excellent attention to detail, organization, and accuracy
• Strong written and verbal communication skills
• Experience handling complex customer issues and escalations
• Analytical skills with Microsoft Excel or Google Sheets, including filters, charts/graphs, and pivot tables
• Experience with CRM and QA platforms
• MaestroQA (Rippit) experience preferred
• Flexible and adaptable in a rapidly changing environment

For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Only applicable for Kentucky positions

For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.