Who is Interactions?

Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.

Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

Job Description

As a member of the Corporate team, you will be a part of the backbone of a company that builds and brings to market artificial intelligence technologies, including natural language processing and cognitive computing. You will build best practices that will serve internal (and sometimes external) customers and business partners.

The Associate Quality Specialist (AQS) is responsible for designing and creating quality assessment sets. The AQS is responsible for identifying opportunities to improve application performance and revenue by increasing transaction completion rates as well as analyzing accuracy trends and certifying utterances for quality sets that will lead to accuracy improvement.

Job Responsibilities

Essential Job Functions

• Responsible for the certification and assembly of call quality sets that aid in the assessment of application accuracy and identify opportunities to increase transaction completion rates
• Work with Quality Manager on the refresh of quality sets
• Analyze quality set performance for improvement opportunities
• Assist in development and implementation of quality systems and procedures
• Take necessary actions to ensure clarification and accuracy to all call handling questions
• Provide quality oversight to multiple support groups
• Accurately track quality trends and recommend training and mentoring, as well as any other quality related activities
• Serve as Subject Matter Expert (SME) on assigned applications

Other Duties and Responsibilities

• Production activities support as needed

• Special Call review projects

• Assist fellow team mates to support time off and leave

• Other duties as assigned

Qualifications

Required

• English and Spanish language skills
• High School Diploma / GED or equivalent
• Strong written and verbal communication skills
• Excellent Attention to Detail
• Basic computer, technical, and troubleshooting skills
• Type 45 WPM
• Must be dependable and self-motivated and have the ability to work independently with minimal supervision
• Demonstrated ability to be a “team player” 
• Ability to work a flexible schedule. On rare occasions may include day, evening shifts (weekend flexibility when necessary)
• Ability to work on multiple projects with varying timelines and priorities
• Ability to diagnosis trends in data accuracy
• Ability to handle sensitive and confidential information
• Ability to prioritize work assignments

Preferred

• Fluent in multiple languages, including French
• At least One Year Call Center experience
• Proficient in Google Suite or Microsoft Office Suite

Why Work at Interactions?

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.