Automated Customer Experience / AI Quality Specialist
S
Super.comTechnology
Location: Canada; Secondary Locations: United StatesFull-TimeMiddle
Salary$55K - $81K; $55K – $81K • Multiple Ranges; USA: $55K – $81K; CAN - Tier 1: CA$61K – CA$79K; CAN - Tier 2: CA$59K – CA$76K
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Job Details
- Required Skills
- Quality AssuranceCRMData analytics
Requirements
- Degree in Business, Communications, Customer Experience, Data Analytics, or related field.
- Experience in AI chat and voice platforms, Quality Assurance, or Customer Support Operations.
- Strong written and verbal communication skills.
- Analytical mindset with experience interpreting CSAT and operational metrics.
- Experience working with CRM systems, support platforms, or AI support tools.
Responsibilities
- Review and audit AI chat and voice interactions to evaluate customer experience and AI performance.
- Identify trends impacting CSAT, containment, and customer effort through data analysis.
- Monitor AI failures including hallucinations, looping behavior, and poor handoff experiences.
- Analyze AI interactions to identify business and customer insights.
- Partner with conversation designers and product teams to improve AI prompts and recovery flows.
- Build scalable automated reporting frameworks and quality monitoring tools.
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