Remote AI Support Quality Analyst

prolificacademicltd; United States; Remote; USD 28,000 - 41,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Job summary

prolificacademic ltd seeks a detail-oriented specialist to help train and assess AI customer support systems. The role is task-based, involving reviewing replies, creating test interactions, and evaluating content against professional service standards.

You will judge AI responses for accuracy and tone, develop realistic support scenarios including difficult cases, and review help articles and templates for clarity.

Qualifications

• Experience in high-volume customer support or client success roles.
• Excellent written English with the ability to adjust clarity and empathy for different customer situations.
• Ability to explain technical or billing troubleshooting steps clearly.
• Careful attention to factual accuracy, logic, and tone.

Responsibilities

• Judge AI-written replies for accuracy, clarity, helpfulness, and tone consistency.
• Create realistic support scenarios, including difficult, unusual, or technically complex cases.
• Review generated help articles and response templates for correctness and ease of use.
• Label sentiment and empathy of responses, noting language that sounds unprofessional or robotic.
• Compare model outputs with support quality standards and identify subtle factual or logical errors.

Skills

High-volume support

Technical support

Strong written English

Empathy and clarity

Multi-source lookup

PayPal familiarity

Fast typing

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

prolificacademic ltd seeks a detail-oriented specialist to help train and assess AI customer support systems. The role is task-based, involving reviewing replies, creating test interactions, and evaluating content against professional service standards.

You will judge AI responses for accuracy and tone, develop realistic support scenarios including difficult cases, and review help articles and templates for clarity.