QA Analyst I

Our client, a leading financial technology company, is seeking an Artificial Intelligence Quality Assurance Specialist Apply today for consideration! 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.