Quality Assurance Analyst (Operational)

We are looking for a QA Analyst who is passionate about shaping meaningful and effective chatbot experiences. In this role, you will play a key part in ensuring that every interaction between our chatbot and users meets high standards of accuracy, empathy, and clarity. You will combine analytical thinking with an understanding of human communication to evaluate, improve, and elevate our AI-driven conversations.What you'll do: Evaluate chatbot interactions to ensure responses are accurate, empathetic, and aligned with company communication standards. Conduct regular quality audits based on defined sampling metrics. Identify patterns, root causes, and improvement opportunities from low-quality or low-CSAT interactions. Provide data-driven insights and recommendations to the AI development and Service Quality teams. Collaborate cross-functionally with Performance Improvement team, Product team, and Operations teams to enhance the chatbot’s performance and learning process. Track and report chatbot quality metrics and contribute to continuous improvement initiatives. What you'll need: At least 1–2 years of experience in QA, conversation design, or customer experience preferably in AI/chatbot environments. Strong analytical and problem-solving skills, with the ability to turn data into actionable insights. Excellent written and verbal communication skills in Bahasa Indonesia (English is a plus). Familiarity with AI-powered chatbots, NLP concepts, or conversational design is highly desirable. Proactive, detail-oriented, and comfortable working with cross-functional teams.