QA Specialist

Catapult Federal Services; Charlotte (NC); Hybrid; USD 81,278,000 - 96,432,000; Full time

Benefits offered by this job

W2 employment

Job summary

Catapult Federal Services in Charlotte, NC is seeking a Quality Assurance Specialist to help ensure the quality of a generative AI assistant designed to guide members in financial services. You will evaluate AI chatbot conversations and partner with cross-functional teams to close gaps and improve response quality, shaping member experiences with AI-driven support.

Ideal candidates have 1–3 years of QA or customer service QA experience, strong communication, and a detail-oriented mindset.

Qualifications

• 1–3 years of Support and/or Customer Service Quality Assurance experience.
• Ability to evaluate conversations from multiple perspectives and pinpoint opportunities to improve.
• Empathetic, unbiased approach to member experience.
• Strong written and verbal communication skills.
• Excellent organizational skills and high attention to detail.
• Experience resolving complex customer issues and managing escalations.
• Strong analytical skills.
• Proficiency in Excel and/or Google Sheets.
• Experience with CRM and QA platforms.
• Comfortable adapting within a fast-evolving environment.

Responsibilities

• Evaluating AI experiences across a range of financial products.
• Reviewing AI interactions to identify trends, errors, and member frustration.
• Partnering with cross-functional stakeholders to pinpoint gaps and drive improvements.
• Serving as a resource for enhancing AI-generated responses.
• Analyzing patterns in member satisfaction and dissatisfaction.
• Applying policy intent across varied scenarios.
• Participating in calibration sessions to maintain QA standards.
• Developing into a subject matter expert on evolving products and services.

Skills

QA experience

Customer service

Analytical skills

Communication skills

Attention to detail

Escalations handling

Excel/Sheets

CRM experience

QA platforms

Tools

CRM

QA platforms

Job description

About The Company

Join a leading fintech organization dedicated to helping millions of members take control of their financial lives. Through innovative technology and data-driven insights, the company delivers personalized financial guidance and is investing heavily in generative AI experiences to make that guidance smarter and more accessible.

Professional Services

Charlotte, NC Contract Sep 10, 2026

Quality Assurance Specialist

Contract - 1 year

Charlotte, NC

Hybrid onsite

About The Company

Join a leading fintech organization dedicated to helping millions of members take control of their financial lives. Through innovative technology and data-driven insights, the company delivers personalized financial guidance and is investing heavily in generative AI experiences to make that guidance smarter and more accessible.

Job Description

We're looking for an Quality Assurance Specialist to help ensure the quality and effectiveness of a generative AI assistant designed to support and guide members. In this role, you'll evaluate AI chatbot conversations, identify patterns and pain points, and partner with cross-functional teams to close gaps and improve response quality — directly shaping how members experience AI-driven support.

What You'll Be Responsible For

• Evaluating AI experiences across a range of financial products
• Reviewing AI interactions to identify trends, recurring patterns, errors, member frustration, and other experience issues
• Partnering with cross-functional stakeholders to pinpoint gaps and drive improvements
• Serving as a resource for enhancing AI-generated responses
• Analyzing patterns in member satisfaction and dissatisfaction
• Applying sound judgment to translate security policy intent across varied scenarios
• Participating in "audit the auditor" programs and calibration sessions to maintain consistent QA standards
• Developing into a subject matter expert on evolving products and services

Required Experience/Skills

• 1–3 years of Support and/or Customer Service Quality Assurance experience
• Ability to evaluate conversations from multiple perspectives and pinpoint specific improvement opportunities
• Skilled at assessing member experience with an empathetic, unbiased approach
• Strong written and verbal communication skills
• Excellent organizational skills and high attention to detail
• Proven track record resolving complex customer issues and managing escalations across internal/external teams
• Strong analytical skills
• Proficiency in Excel and/or Google Sheets (data filters, charts/graphs, pivot tables)
• Experience with CRM and QA platforms
• Comfortable adapting within a fast-evolving environment

Nice-to-Haves

• Prior experience in a financial institution or other highly regulated environment
• Experience with MaestroQA (Rippit)

Education

Not specified

Pay & Benefits Summary

• $28.77/hr, W2