Live Chatbot Performance & QA Manager - 6 month FTC
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Added before 1 Days
- England,London,City of London
- Full Time, Permanent
- £45,000 - £50,000 per annum
Job Description:
Live Chatbot Performance & QA Manager - 6 month FTC
Remote or London (1 day per week)
Up to £50,000
** 6 month FTC **
We’re supporting a well-established national charity investing in digital transformation to improve how they support and engage their communities.
They are looking for a Conversational AI Quality & Optimisation Manager to take ownership of chatbot and live chat performance, ensuring interactions are accurate, compliant and deliver an excellent user experience.
This is a key role at the intersection of AI, customer experience and governance.
The Role
You will be responsible for monitoring, auditing and improving both AI-driven chatbot responses and live agent interactions. Working closely with technical, service design and customer teams, you’ll ensure conversational journeys are accurate, compliant and continuously optimised.
Key Responsibilities
*Audit chatbot and live chat interactions for accuracy, tone and quality
*Monitor performance metrics and identify opportunities to improve containment and user satisfaction
*Identify logical flaws, defects and journey gaps, working with technical teams to resolve underlying issues
*Provide structured feedback to live agents and chatbot development teams
*Review and refine conversational journeys to improve user experience
*Ensure regulatory requirements and internal policies are adhered to
Requirements
*Experience monitoring and assuring quality of chatbot and/or live chat interactions
*Strong understanding of conversational flows, journey design and containment optimisation
*Experience working with technical teams to resolve defects and improve performance
*Knowledge of governance and regulatory compliance in customer interactions
*Excellent stakeholder management and influencing skills
This is an opportunity to shape how AI-powered conversations are delivered within a purpose-led organisation, ensuring technology genuinely improves user experience while maintaining quality and compliance.
Remote-first, with the option to work from a London office one day per week. Salary up to £50,000 depending on experience.
*Rates depend on experience and client requirements
Remote or London (1 day per week)
Up to £50,000
** 6 month FTC **
We’re supporting a well-established national charity investing in digital transformation to improve how they support and engage their communities.
They are looking for a Conversational AI Quality & Optimisation Manager to take ownership of chatbot and live chat performance, ensuring interactions are accurate, compliant and deliver an excellent user experience.
This is a key role at the intersection of AI, customer experience and governance.
The Role
You will be responsible for monitoring, auditing and improving both AI-driven chatbot responses and live agent interactions. Working closely with technical, service design and customer teams, you’ll ensure conversational journeys are accurate, compliant and continuously optimised.
Key Responsibilities
*Audit chatbot and live chat interactions for accuracy, tone and quality
*Monitor performance metrics and identify opportunities to improve containment and user satisfaction
*Identify logical flaws, defects and journey gaps, working with technical teams to resolve underlying issues
*Provide structured feedback to live agents and chatbot development teams
*Review and refine conversational journeys to improve user experience
*Ensure regulatory requirements and internal policies are adhered to
Requirements
*Experience monitoring and assuring quality of chatbot and/or live chat interactions
*Strong understanding of conversational flows, journey design and containment optimisation
*Experience working with technical teams to resolve defects and improve performance
*Knowledge of governance and regulatory compliance in customer interactions
*Excellent stakeholder management and influencing skills
This is an opportunity to shape how AI-powered conversations are delivered within a purpose-led organisation, ensuring technology genuinely improves user experience while maintaining quality and compliance.
Remote-first, with the option to work from a London office one day per week. Salary up to £50,000 depending on experience.
*Rates depend on experience and client requirements
Job number 3473843
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