Quality Assurance Analyst

2 weeks ago

Manila, National Capital Region, Philippines Innovative Information Technology Solutions, Inc. Full time

As a Quality Assurance Analyst, you will play a crucial role in improving our AI system by reviewing recorded calls and call transcriptions. Your primary responsibility will be to identify errors in AI responses and document areas for improvement. Your insights will directly contribute to refining our product and ensuring a seamless experience for restaurant customers.

JOB RESPONSIBILITIES:

  1. Listen to recorded calls and review AI-generated transcripts to identify errors and inconsistencies.
  2. Document and categorize issues, translating ambiguous or unclear AI responses into actionable feedback.
  3. Use our in-house platform to log findings and report errors efficiently.
  4. Collaborate with the engineering team by providing structured feedback to improve AI performance.
  5. Communicate effectively via Slack with cross-functional teams, including engineering and product teams.
  6. Meet agreed-upon Service Level Agreements (SLAs) for the number of calls reviewed and accuracy of flagged issues.

JOB SPECIFICATIONS:

  1. Strong attention to detail and ability to spot inconsistencies or errors in transcripts and voice interactions.
  2. Good communication skills.
  3. Comfortable working with technology and learning new software tools.
  4. Ability to take complex or ambiguous information and distill it into clear, structured feedback.
  5. Basic understanding of data entry or quality control processes (prior experience preferred but not required).
  6. A team player with strong written and verbal communication skills.

JOB DETAILS:

  1. Shifting Schedule: Day Shift (6:30AM-3:00PM)/Night Shift (9PM/10PM-6AM/7AM)
  2. Onsite
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