Chatbox Trainer - Greater Toronto Area, Canada - The Select Group

Description

Job Title: Chatbot Trainer

Work Location: Toronto ON - 4 days remote, 1 day in the office in downtown Toronto

terms: 6-month rolling contract

Interview process: 2 MS TEAMS interviews

Start date: early June 2024

What you'll do:

• Monitoring and analysis of key performance indicators to identify and communicate trends and areas of improvement.
• Maintenance activities including conversation analysis for quality assurance purposes, training custom intents to improve accuracy, crafting new workflows to address unanswered topics, and updating workflows to reflect platform releases.
• Closely with the AI Conversation Specialist to design and test API-integrated workflows that deliver personalized support experiences.
• Action feedback collected from our Voice of the Customer program and other teams across the organization to ensure chatbot accuracy and customer satisfaction.
• Maintain a library of reference guidelines, standards, and workflows. What you bring to the table

Experience needed:

• written and verbal communication skills, and a keen eye for detail.
• working with APIs to create personalized conversations.
• managing chatbots and reporting on their performance.
• proven track record of collaborating effectively with cross-functional teams.
• enthusiasm for support automation and the opportunity it brings to help people get better. Bonus if you have
• with Generative AI technologies in a customer support environment.
• with Ada's chatbot platform or similar technology.
• building and managing IVRs.