AI Optimization and QA Specialist

Ensures adequate staffing to support the servicing requirements of Operations and meet agreed service level agreement, through proper forecasting, planning, and other necessary movements.

What You'll Do

• Meet targeted volume of call evaluations for voice bot as agreed with the AI Optimization and Quality Assurance Team Leader
• Provide quality call evaluations that are accurate. Must meet the required % share of accurate evaluations (set by the AI Optimization and Quality Assurance Leader) based on weekly random inspection of evaluations
• Provide the AI Optimization and Quality Assurance Team Leader with suggestions for improving the AI service based on insights gained from listening/reviewing calls and other primary materials
• Evaluate voice bot calls to identify issues and gauge the bot’s competency in performing its task
• Sharing findings from call evaluations with the AI Team and proposing action plans to address them
• Provide user experience feedback on call evaluation processes and tools, and give suggestions for improvement of these
  
  

What You Need To Have

• Competent in making analytical and logical assessments of primary data (call recordings, chat logs, etc.)
• Competent in identifying issues and areas for improvement from live samples
• Capable of root cause analysis and critical thinking
• Capable of providing suggestions based on assessments
• Results oriented
• Excellent communication skills, ability to effectively communicate with senior management.
• Good English skills and written (our company language)
  
  

What Can Set You Apart

• Knowledge in AI and Machine Learning
  
  

Job Perks You'll Enjoy

• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility
• Opportunity to work and train in our international offices
  
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.