Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are looking for a detail-oriented Bot Quality Analyst to evaluate and improve the performance of AI-powered customer service bots. This role involves reviewing conversation transcripts and voice interactions between bots and customers to assess intent recognition, response accuracy, resolution, and overall customer experience.
You will play a critical role in ensuring our bots deliver a high-quality, seamless customer experience while identifying opportunities to improve automation, expand capabilities, and optimize performance.
As a Bot Quality Analyst, You Will…
• Audit bot interactions (voice and chat) to evaluate:
◦ Intent recognition accuracy.
◦ Response correctness and completeness.
◦ Resolution effectiveness.
◦ Overall customer experience.
• Identify and document issues, including:
◦ Misclassified intents.
◦ Incorrect or incomplete responses.
◦ Workflow or logic gaps.
◦ Poor or confusing experiences.
• Tag root causes and provide clear, actionable recommendations:
◦ Prompt/response improvements.
◦ New intents to be created.
◦ Workflow or integration enhancements.
• Monitor performance trends using reporting dashboards:
◦ Identify recurring issues and emerging patterns.
◦ Highlight high-impact opportunities for improvement.
• Validate bot improvements by reviewing post-change interactions.
• Contribute to weekly reporting:
◦ Summarize findings, trends, and key insights.
◦ Support recommendations for optimization and expansion.
• Participate in calibration sessions to align on quality standards and evaluation criteria
As a Bot Quality Analyst, You Need…
• 2+ years in one or more of the following:
◦ Quality Assurance (QA) in a BPO or contact center environment.
◦ Customer support (voice or chat).
◦ Conversational AI/chatbot/virtual assistant evaluation (preferred).
• Ability to interpret conversation transcripts and customer interactions.
• Understanding of customer service workflows and common support scenarios.
• Familiarity with intent-based systems or chatbot frameworks (preferred).
• Comfortable working with dashboards and performance reports.
• Based in India with the ability to work in a structured, deadline-driven environment.
• Strong communication skills to collaborate with global teams.
• Ability to work independently while maintaining consistency and accuracy.
• High-quality, consistent audits with clear root cause identification.
• Meaningful recommendations that improve bot performance.
• Strong contribution to weekly reporting and insights.
• Continuous improvement in bot accuracy, resolution, and customer experience.
• Strong attention to detail and analytical thinking.
• Excellent written and verbal English communication skills (mandatory).
• Ability to clearly document findings and provide structured feedback.
• Strong judgment in evaluating quality, accuracy, and customer experience.
