AI Analyst contributing to cross - functional product teams at Personio, leveraging data insights and analytics for decision - making. Responsible for event tracking, impact measurement, and user behavior analysis.
About the role
- Quality Specialist ensuring AI agent communicates effectively while boosting customer experience. Focus on reviewing interactions, operational accuracy, and improving AI capabilities.
Responsibilities
- Review voice and chat interactions for tone, empathy, conversational flow, and naturalness.
- Ensure responses sound human—never robotic, overly factual, or stiff. They must represent ‘the voice’ and brand of AnyVan.
- Provide examples of improved responses that balance clarity, warmth, and confidence. Implement updates to AI Prompts (make changes yourself, in accordance with our controls). Monitor the impact of changes and present results.
- Adopt a data-led approach: identify where the AI fails to handle queries, update prompts accordingly, and evaluate whether changes succeed.
- Validate Operational Accuracy (API, Rules & Policies) by checking system/API actions were completed correctly and in line with customer intent.
- Check that the AI followed all operational rules, policies, and escalation requirements. Flag incorrect advice, failed actions, or compliance risks.
Requirements
- A customer experience expert passionate about delivering outstanding service.
- Excellent command of natural language with strong tone awareness and empathy.
- Deep experience in Customer Service, QA, Training, Coaching, or Copywriting. You are acknowledged as a guru. This is not an entry level role.
- Detail-oriented, structured, and comfortable reviewing transcripts and calls.
- Data-literate, able to interpret performance trends and present findings with insights.
- Keen interest in AI technologies.
Benefits
- DE&I
- Building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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