About the Role

In this role, you'll evaluate chatbot conversations, validate conversational flows, execute testing, support product implementations, and optimize customer engagement through experimentation and data-driven insights. You'll collaborate with cross-functional teams to enhance AI experiences that drive customer satisfaction, lead quality, and business growth.

Key Responsibilities

Chatbot Quality Assurance & Testing

Review chatbot conversations to evaluate quality, accuracy, relevance, and customer experience.
Perform functional, regression, end-to-end, and User Acceptance Testing (UAT) for chatbot features and integrations.
Identify defects, broken customer journeys, escalation gaps, and usability issues.
Develop and maintain test plans, test cases, QA documentation, and quality scorecards.
Ensure chatbot enhancements meet quality standards before production release.

Customer Journey & Sales Optimization

Evaluate chatbot interactions across the sales journey, including lead qualification, plan selection, trial sign-ups, upgrades, renewals, and sales handoffs.
Assess chatbot effectiveness in supporting lead generation and customer acquisition.
Identify opportunities to improve conversion rates, engagement, and customer experience.

Experimentation & Implementation

Support chatbot implementations, pilot programs, AI initiatives, and feature launches.
Execute A/B testing and controlled experiments to measure the impact of conversational improvements.
Configure, test, validate, and launch chatbot enhancements.
Monitor experiment performance and recommend continuous improvements.

Reporting & Insights

Track and analyze chatbot performance using metrics such as:
Response accuracy
Resolution rate
Customer Satisfaction (CSAT)
Escalation rate
Intent recognition
Lead quality
Conversion performance
Prepare reports and provide actionable recommendations to stakeholders.

What We're Looking For

Required Qualifications

Minimum 5 years of experience in Quality Assurance, Implementation, Product Operations, or Customer Experience supporting digital products, chatbots, conversational AI, or SaaS applications.
Experience testing customer-facing applications and workflows.
Strong understanding of customer journeys, sales funnels, lead generation, and lead qualification.
Experience creating and executing test plans, test cases, and defect reports.
Strong analytical and problem-solving skills with excellent attention to detail.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

Experience with AI-powered chatbots, conversational AI, or virtual assistants.
Knowledge of conversational design and customer journey mapping.
Experience supporting SaaS products or subscription-based services.
Hands-on experience with chatbot platforms such as Salesforce, Zoom Contact Center, Qualified, Decagon, or similar solutions.
Experience with A/B testing, experimentation, and product validation.
Familiarity with Salesforce CRM or other CRM platforms.
Knowledge of Generative AI and Large Language Models (LLMs).

AI Quality Assurance & Implementation Specialist (Cebu On-site)