AI Customer Quality Assurance Specialist

Job Description

LHH is seeking an AI Quality Assurance Specialist for a 9-month contract role in Charlotte, NC. This role focuses on evaluating AI-generated customer interactions to ensure they meet high standards of accuracy, clarity, and compliance. The work is highly detail-oriented and repetitive, requiring a sharp eye for inconsistencies and a thoughtful approach to improving customer experiences across financial products. This position is hybrid, requiring in-office work 3 days/week.

Responsibilities

Review chatbot conversations for correctness, tone, and adherence to policy.

Flag errors, unusual responses, or potential compliance issues.

Analyze patterns in customer satisfaction and frustration.

Collaborate with internal teams to identify and resolve gaps in AI performance.

Apply regulatory guidelines to complex or ambiguous scenarios.

Participate in calibration sessions and internal audit programs.

Develop subject matter expertise in financial services and evolving product offerings.

Use internal platforms and tools to document findings and insights.

Qualifications:

1–3 years of experience in customer support, quality assurance, or a regulated industry.

Strong analytical skills and the ability to assess conversations from multiple perspectives.

Empathetic and unbiased approach to evaluating customer interactions.

Excellent written and verbal communication skills.

High attention to detail and organizational skills.

Proficiency with spreadsheets (Excel or Google Sheets), including pivot tables and data visualization.

Familiarity with CRM or QA platforms is a plus.

Experience in a contact center environment is preferred.

Comfortable working in a fast-paced, evolving environment.

Pay Details: $24.00 to $25.00 per hour

Search managed by: Rebecca Stone

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers

San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hybrid remote