AI Quality Analyst

Summary

Join Drips, a company revolutionizing customer engagement with Conversations as a Service (CaaS), as an AI Quality Analyst. You will play a crucial role in ensuring the quality and compliance of AI-powered conversational systems. This entry-level position combines quality assurance, data analysis, and collaboration to improve Drips' conversational AI. Responsibilities include auditing conversations, providing feedback, generating reports, and collaborating with cross-functional teams. The ideal candidate possesses strong analytical and communication skills, familiarity with customer service software or AI platforms, and a passion for AI-powered customer engagement. Drips offers a flexible work environment, competitive health insurance and 401k, and career opportunities.

Requirements

• Bachelor’s degree in a related field (e.g., STEM, quality, communications, data analytics, or customer service) or equivalent professional experience
• Strong analytical and critical thinking skills with an attention to detail
• Exceptional written and verbal communication skills
• Ability to adapt to shifting priorities and handle multiple tasks in a dynamic environment
• Eagerness to learn and grow in the field of AI-powered customer engagement

Responsibilities

• Review and analyze customer interactions powered by Drips’ AI conversational engine and chat agents, ensuring alignment with company policies and compliance standards
• Evaluate the clarity, professionalism, timing, and overall effectiveness of conversations to identify areas for improvement
• Use defined criteria to audit AI-generated dialogues and human-agent interactions for quality assurance
• Collaborate with leadership/department SMEs to suggest actionable improvements for AI conversational flows and agent interactions
• Assist in refining and maintaining audit criteria for both AI and human performance to enhance customer satisfaction
• Identify trends in conversation performance to drive data-informed coaching and development for chat agents and the conversational engine
• Deliver clear, constructive, and actionable feedback to chat agents based on audit findings, supporting their growth and success
• Share insights with leadership on AI conversation performance and provide recommendations for software improvement
• Prepare regular reports detailing key performance indicators (KPIs), trends, and suggested optimizations to improve overall communication quality
• Collaborate with training teams to create and enhance educational materials based on audit findings
• Support the delivery of targeted training programs for chat agents and teams interacting with the AI conversational engine
• Share learnings and best practices with cross-functional teams to improve customer communication processes
• Stay updated on industry regulations and ensure that AI and human-driven communications meet legal and compliance standards
• Monitor AI systems for compliance with privacy rules and customer communication guidelines
• Partner with customer support, development, and training teams to address challenges and implement solutions that improve conversational quality
• Contribute to fostering a culture of continuous improvement and innovation in customer engagement

Preferred Qualifications

Familiarity with customer service software or AI conversational platforms

Benefits

• Flexible Work Environment - AKA your home! During COVID-19's shelter in place, we quickly shifted to work from home. We've now leaned in and begun hiring from a national pool of talent. You'll see us working in coffee shops, couches, basements, RV's or enjoying the outdoors. See you on Zoom!
• Health Insurance & 401K - Our competitive benefits package pays up to 90% of your premium, giving you access to great Medical, Dental, Vision, and Life Insurance options
• Career Opportunities - "TEAM" is one of our core values and your main role will be to help Drips grow in your area of expertise. Opportunities to cross-functionally train and offer ideas that contribute towards the growth of Drips is not only welcome, but it's also expected