AI Quality Analyst

Job Description

Job Title: AI Quality Analyst

Job Overview: Drips is revolutionizing customer engagement with Conversations as a Service (CaaS), a groundbreaking approach that delivers authentic, two-way dialogues at scale. As an AI Quality Analyst, you will play a pivotal role in ensuring the quality, compliance, and effectiveness of AI-powered conversational systems that redefine how businesses connect with their audiences.

In a landscape where traditional outreach methods fall short, Drips stands out by prioritizing human-like AI interactions that foster genuine relationships. Your role will involve auditing, analyzing, and optimizing AI-driven conversations across SMS, chat, and other platforms to drive higher engagement, compliance, and customer satisfaction. By combining your attention to detail, data-driven mindset, and passion for innovation, you'll contribute to Drips' mission of transforming customer interactions, one conversation at a time.

This is an entry level position that combines quality assurance, data analysis, and collaboration with cross-functional teams to continuously improve Drips' conversational AI systems while adhering to the highest standards of compliance and user experience.

Responsibilities:

Auditing Conversations:

• Review and analyze customer interactions powered by Drips' AI conversational engine and chat agents, ensuring alignment with company policies and compliance standards.
• Evaluate the clarity, professionalism, timing, and overall effectiveness of conversations to identify areas for improvement.
• Use defined criteria to audit AI-generated dialogues and human-agent interactions for quality assurance.

Quality Assurance:

• Collaborate with leadership/department SMEs to suggest actionable improvements for AI conversational flows and agent interactions.
• Assist in refining and maintaining audit criteria for both AI and human performance to enhance customer satisfaction.
• Identify trends in conversation performance to drive data-informed coaching and development for chat agents and the conversational engine.

Feedback and Reporting:

• Deliver clear, constructive, and actionable feedback to chat agents based on audit findings, supporting their growth and success.
• Share insights with leadership on AI conversation performance and provide recommendations for software improvement.
• Prepare regular reports detailing key performance indicators (KPIs), trends, and suggested optimizations to improve overall communication quality.

Training and Development:

• Collaborate with training teams to create and enhance educational materials based on audit findings.
• Support the delivery of targeted training programs for chat agents and teams interacting with the AI conversational engine.
• Share learnings and best practices with cross-functional teams to improve customer communication processes.

Compliance Monitoring:

• Stay updated on industry regulations and ensure that AI and human-driven communications meet legal and compliance standards.
• Monitor AI systems for compliance with privacy rules and customer communication guidelines.

Collaboration:

• Partner with customer support, development, and training teams to address challenges and implement solutions that improve conversational quality.
• Contribute to fostering a culture of continuous improvement and innovation in customer engagement.

Qualifications:

• Bachelor's degree in a related field (e.g., STEM, quality, communications, data analytics, or customer service) or equivalent professional experience.
• Strong analytical and critical thinking skills with an attention to detail.
• Exceptional written and verbal communication skills.
• Familiarity with customer service software or AI conversational platforms is a plus.
• Ability to adapt to shifting priorities and handle multiple tasks in a dynamic environment.
• Eagerness to learn and grow in the field of AI-powered customer engagement.

Benefits:

• Flexible Work Environment - AKA your home! During COVID-19's shelter in place, we quickly shifted to work from home. We've now leaned in and begun hiring from a national pool of talent. You'll see us working in coffee shops, couches, basements, RV's or enjoying the outdoors. See you on Zoom!
• Health Insurance & 401K - Our competitive benefits package pays up to 90% of your premium, giving you access to great Medical, Dental, Vision, and Life Insurance options.
• Career Opportunities - "TEAM" is one of our core values and your main role will be to help Drips grow in your area of expertise. Opportunities to cross-functionally train and offer ideas that contribute towards the growth of Drips is not only welcome, but it's also expected.

If you are passionate about ensuring high-quality customer interactions and have a keen sense of attention to detail, we invite you to apply for the position of Conversation Auditor. Join our team and contribute to creating exceptional customer experiences.

Applicant Instructions:

To be considered for the AI Quality Analyst position, all applicants must submit a cover letter along with their resume. The cover letter should address the following requirements:

1. Highlight two or more of the following skillsets, with specific examples:

• Experience with auditing customer interactions (e.g., chat, SMS, or email communications).
• Familiarity with AI-driven tools or platforms such as ChatGPT, Copilot, Grok, or similar technologies.
• Knowledge of compliance or regulatory standards in customer communication.
• Data analysis experience, including generating reports or identifying trends using tools like PowerBI, Excel, Tableau, or other visualization software.
• Experience providing feedback or coaching in a customer service or technical environment.
• Proven ability to manage and adapt to multiple priorities in a dynamic work environment.

Failure to follow these instructions may result in your application being disqualified. We value attention to detail and clear communication, so make sure your application reflects these qualities!