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).
