AI Quality Assurance Manager
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Job Summary
AI Quality Assurance Manager
Epsom Hybrid Working Fixed Term: 6 Months Full-Time
Competitive salary available depending on experience
37.5 hours per week
At Nuffield Health everything we give our patients members and customers would not be possible without you. Your passion your warmth your drive to make a difference. Whether its driving connected health helping the nation transforming experiences or building the career you want we give you the support to do it all. Join our journey. It starts with you.
We are looking for an experienced AI Quality Assurance Manager who will be responsible for monitoring and improving the performance and accuracy of the AI chatbot and quality of live agent interactions. This individuals duties will include auditing the quality of human and AI-generated responses and providing process improvements to our technical teams for the refinement of the chatbot for a best-in-class user experience while ensuring all regulatory requirements are met and internal policies adhered to.
You should have:
Experience with quality assurance monitoring of chatbot and human agent interactions
Ability to work with technical teams to fix underlying AI errors and increase chatbot containment rates
Knowledge of defect management and process improvement with chatbots and live agents
Journey design skills to review and improve the customer journey
Experience ensuring regulatory requirements are met and internal policies adhered to
Excellent interpersonal and influencing skills
Key Responsibilities:
Audit AI-generated responses to verify accuracy against guidelines as well as chatbot tone of voice and conversational interaction quality
Evaluate live agent webchats and ensure quality is achieved and is measured against set benchmarks
Provide structured feedback to live agents and chatbot development teams to ensure continuous improvement and enhancement of the customer experience
Continuously monitor chatbot performance user feedback and identify areas of improvement
Through chatbot and user interactions monitoring identify and document any bugs and/or logical flaws or defects and provide feedback on corrective measures
Work closely with technical teams to fix any underlying AI errors and increase containment
Build and maintain strong relationships with stakeholders from call quality assurance customer services service design and change technology and learning and development
Conduct/attend regular calibrations and feedback sessions to standardise quality scoring provide insights and foster continuous improvement
Stay up to date with industry best practices and emerging trends in quality assurance AI and live chat contact centre operations and customer experience
Identify opportunities for process improvement chat optimization enhanced customer satisfaction improved business outcomes increased containment and conversion
Implement and monitor key performance indicators (KPIs) to track quality assurance metrics and measure success
Prepare regular reports and presentations for management showcasing trends improvements and areas requiring attention
Maintain performance metrics to assess effectiveness of chat quality assurance efforts and track improvements over time
Helping you feel good.
We want you to love coming to work feeling healthy happy and valued. Thats why weve developed a benefits package with you in mind. Here you can choose from a range of fitness lifestyle health and fitness wellbeing rewards such as free gym membership health assessments retail discounts and pension options.
At Nuffield Health we take care of whats important to you.
If you like what you see why not start your application now We consider applications as we receive them and reserve the right to close adverts early (for example where we have received an unprecedented high volume of applications). So its a good idea to apply right away to ensure youre considered for this role.
Apply today It starts with you.
Required Experience:
Manager
Key Skills
- Quality Assurance
- FDA Regulations
- Food Industry
- Food Safety Experience
- ISO 9001
- Quality Systems
- Food Processing
- Quality Control
- Quality Management
- QA/QC
- Selenium
- HACCP
About Company
As the UK's largest healthcare charity, Nuffield Health exists to build a healthier nation through our hospitals, fitness & wellbeing clubs, healthcare clinics and workplace wellbeing services.
