Automated Customer Experience Specialist

Drive the future of customer support at Super.com as an Automated Customer Experience Specialist. Focus on enhancing AI interaction quality for seamless support.
In this pivotal role, you will manage quality evaluations of AI interactions, ensuring effective, easy, and efficient customer support. By reviewing chat and voice interactions, you will assess the performance of AI Agents and identify any quality gaps. This collaboration across teams is essential for protecting customer trust and improving satisfaction rates across our automated support channels.
Key Responsibilities:
• Audit AI voice and chat interactions for performance
• Identify quality trends and impact on CSAT
• Examine AI failures and incorrect resolutions
• Analyze interaction data for strategic insights
• Work with teams to optimize AI responses and escalations
Requirements:
• Relevant degree in Business or Customer Experience
• Proven experience with AI platforms and Quality assurance