US - QA Specialist

We are looking for a dedicated Quality Assurance Specialist to join our team in Charlotte, North Carolina, in the financial services industry. In this long-term contract role, you will play a key part in evaluating and improving chatbot interactions to enhance member experiences. This position requires a keen eye for identifying trends and ensuring quality standards are consistently met.

Responsibilities:
• Assess chatbot conversations to identify trends, errors, and areas of member dissatisfaction.
• Collaborate with cross-functional teams to pinpoint and address gaps or issues in chatbot performance.
• Act as a resource to refine and improve chatbot responses for better member engagement.
• Analyze patterns in member feedback to understand satisfaction and areas needing improvement.
• Apply security policies to ambiguous scenarios while maintaining compliance.
• Participate in audit programs and calibration sessions to ensure consistent quality.
• Develop expertise in evolving services and products to provide informed recommendations.
• Utilize QA tools to report performance metrics using qualitative and quantitative data.
• Perform additional tasks as needed to support the quality assurance function.• 1-3 years of experience in support or quality assurance, preferably in a financial or regulated environment.
• Strong ability to evaluate chat conversations and identify specific areas for improvement.
• Skilled in assessing member experiences with empathy and objectivity.
• Effective verbal and written communication skills with attention to detail and accuracy.
• Proven ability to resolve complex customer issues and manage escalations with various teams.
• Proficient in analytical tools such as Microsoft Excel or Google Sheets, including filtering data, creating charts, and generating pivot tables.
• Familiarity with QA platforms and CRM systems is a plus.
• Adaptable and flexible to thrive in a fast-paced and evolving work environment.