Associate Quality Audit Analyst - Conversational BOT

About the role

PayJoy, a public benefit corporation providing secured credit to under-served customers in emerging markets, is looking for an Associate Quality Audit Analyst for its Quality Associate BOT. The role owns the quality review of conversational BOT interactions: it audits bot-handled conversations end to end, checks that reported tags and resolution outcomes match what actually happened, documents findings with evidence and tracks optimization releases so that fixes land as intended.

Key responsibilities

• Complete 2,000 bot conversation reviews per month (about 100 per day), auditing tags and reported resolutions against the actual conversation
• Send a weekly findings report covering key results by market, 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 conversation ID, and confirm fixes once they ship
• Monitor optimization releases at 24 hours and again one week after go-live to confirm fixes worked as intended
• Flag authentication, agent-handoff and dead-end issues in bot flows for escalation
• Stay current with the bot's question set, scorecard updates and process changes

Required profile

• 1-2 years in Quality Assurance, bot/conversational AI auditing or contact center quality
• Experience with conversational bots (e.g. Ultimate) and CRM/ticketing tools is highly valued
• Fluent English and Spanish, clear written and verbal communication
• Analytical skills, attention to detail, proactivity and openness to feedback

Required skills

• Zendesk, Ultimate or equivalent CRM/bot platforms at an intermediate level
• Google Suite and Office Suite at an intermediate level
• Familiarity with quality monitoring and reporting tools

What we offer

• 100% company-funded health for employees and immediate family, and life insurance
• Indefinite-term contract, 20 days of vacation and unlimited sick leave
• $2,000 USD annual co-working travel perk and $2,000 USD professional development perk
• Catered lunches, phone finance, headphone benefit, home office equipment allowance and wellness perks