Associate Quality Audit Analyst

 

 

The Quality Associate BOT owns the quality review of PayJoy's conversational BOT interactions. This role audits bot-handled conversations end to end, verifies that Ultimate's reported tags and resolution outcomes match what actually happened, documents findings with evidence, and tracks every optimization release to confirm fixes land as intended, contributing to a reliable, trusted BOT QA program.

Complete 2,000 bot conversation reviews a month (about 100 a day, but not limited to), auditing Ultimate's tags and reported resolution against the actual conversation.

Send a weekly findings report covering key results by market, Ultimate data gaps, new defects, and the status of open tickets.

Lead a biweekly calibration meeting with the optimization team to review findings, agree on priorities, and calibrate scoring.

Submit improvement tickets in Zendesk with evidence, severity, and the conversation ID, and confirm fixes once they ship.

Monitor optimization releases at 24 hours and again one week after go-live to confirm each fix worked as intended.

Flag authentication, agent-handoff, and dead-end issues in bot flows for escalation per established protocols.

Stay current with the bot's question set, scorecard updates, and process changes communicated by the QA team.

1–2 years in Quality Assurance, bot/conversational AI auditing, or contact center quality.

Experience auditing or working with conversational bots (e.g. Ultimate) and CRM/ticketing tools is highly valued.

Zendesk, Ultimate, or equivalent CRM/bot platforms at an intermediate level.

Google Suite and Office Suite at intermediate level.

Familiarity with quality monitoring and reporting tools.

Meticulous attention to detail when auditing BOT conversations and tags.

Clear and constructive written and verbal communication, fluent in English and Spanish. 

Proactivity and ability to work both independently and collaboratively.

Analytical skills to identify patterns, flag issues, and support root cause analysis.

Service mindset and accountability.

Openness to feedback and continuous learning mindset.

100% Company-funded Health for employees and immediate family members

Life Insurance

Indefinite-term contract

20 days of vacations, unlimited sick leave

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Phone finance, headphone benefit, home office equipment allowance and wellness perks

Catered lunches