Qa Specialist, Robert Half

Robert Half

Location:
United States, Charlotte

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a QA Specialist to join our team in Charlotte, North Carolina, within the financial services industry. This is a long-term contract position where you will play a key role in evaluating and improving the quality of chatbot interactions for Intuit Assist, a next-generation AI tool designed to enhance member experiences. By analyzing both qualitative and quantitative data, you will help identify trends, enhance performance, and ensure customer satisfaction.

Job Responsibility:

Review chatbot interactions to assess quality, identify patterns, and pinpoint areas for improvement
Analyze member experiences to ensure responses are accurate, empathetic, and aligned with company policies
Collaborate with cross-functional teams to address gaps and improve chatbot performance
Participate in calibration sessions and audit programs to maintain quality standards
Provide insights and feedback to enhance member satisfaction and reduce frustration
Become a subject matter expert on evolving services and products
Apply data analysis techniques, including creating pivot tables, charts, and graphs, to support quality assurance efforts
Navigate complex scenarios while adhering to security policies and protocols
Contribute to additional tasks as needed to support team objectives

Requirements:

1-3 years of experience in quality assurance or customer support, ideally within a financial or regulated industry
Strong analytical skills with proficiency in tools like Microsoft Excel or Google Sheets for data analysis
Proven ability to evaluate chatbot interactions and identify areas for improvement
Excellent communication skills, both written and verbal, with attention to detail and accuracy
Experience resolving complex customer issues and managing escalations effectively
Ability to adapt to a dynamic and fast-paced environment

Nice to have:

Familiarity with QA platforms and CRM systems
Knowledge of artificial intelligence and its application in customer interactions

What we offer:

medical
vision
dental
life and disability insurance
401(k) plan

Additional Information:

Job Posted:
October 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Qa Specialist