QA Analyst I

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.

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