ChatBOT Conversations Analysts (BOT Tuners)

Company summary: Outplex is recognized as one of the leading call centers and customer contact organizations for superior quality, professionalism and results. Outplex is a top Teleservices contact center providing sales and services from some of the most recognized companies today! Our success can be attributed to one thing outstanding employees who provide superior services and products to our customers. Come find out for yourself what is the Outplex difference!

Role Description:This is a full-time on-site role in Santo Domingo for Chatbot Conversations Analysts, (BOT Tuners). The Chatbot Conversations Analyst will be responsible for monitoring and analyzing chatbot conversations to identify areas of improvement, providing feedback on chatbot performance, and working with the development team to improve chatbot functionality. The Chatbot Conversations Analyst will also be responsible for ensuring the chatbot is aligned with the client's business objectives and able to provide effective solutions to customers.

Responsibilities:

• Review interactions of the assigned chat bot to find, analyze and correct conversational trends, bot confusions or false positives.
• Review data to find bot opportunities: mismatched phrases report, phrases under the threshold percentage of matched content.
• Tune the bot accordingly: add tags, synonyms, typos, intent phrases, etc.
• Create new knowledge base articles that answer the customer's inquiries. (new KB articles can be seasonal such
• as a promotion for Black Friday Sales)
• Report bugs, design issues or design-related bot issues/confusion to the Developers or Design Team.
• Participate in team meetings and bot metrics reports for the Client.

Qualifications:

• Proficiency in analyzing chatbot conversations and identifying areas of improvement.
• Strong understanding of chatbot performance metrics and KPIs.
• Experience with chatbot development and improvement preferred.
• Experience with quality analysis of chat, Email or SMS projects is a plus.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong attention to detail.
• Familiarity with customer engagement strategies and chatbot best practices.