AI Chatbot Tester

About MCI

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across diverse industries like healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers utilize both on-site and remote agents, employing advanced technologies to enhance customer interactions, ensure scalability, and manage costs.

At MCI, we are dedicated to creating an environment where professionals can develop fulfilling careers, access ongoing learning and development, and contribute to a leading global organization.

Job Summary

We are looking for an AI Chatbot Tester to evaluate, validate, and enhance AI-powered chatbot and conversational AI solutions. This role is crucial for ensuring that chatbot responses are accurate, reliable, compliant, and meet business requirements and user expectations. The successful candidate will be instrumental in upholding quality standards and improving customer experiences in AI-driven communications.

Key Responsibilities

Chatbot Testing & Validation

• Execute test plans and chatbot evaluation scenarios.
• Assess response quality and conversational effectiveness.
• Validate chatbot functionality across various use cases.
• Identify defects, inconsistencies, and performance issues.

Quality Assurance

• Conduct regression and user acceptance testing.
• Verify compliance with business requirements.
• Document test results and findings.
• Support issue resolution activities.

Conversation Analysis

• Review chatbot interactions and user journeys.
• Identify gaps in conversational flows.
• Recommend improvements to responses and workflows.
• Analyze trends and recurring issues.

Collaboration & Reporting

• Work closely with AI trainers and prompt engineers.
• Provide testing feedback to development teams.
• Participate in quality review sessions.
• Prepare reports and performance insights.

Continuous Improvement

• Support chatbot optimization initiatives.
• Contribute to testing standards and best practices.
• Stay informed about conversational AI developments.
• Assist with evaluation framework improvements.

Candidate Profile

We encourage all positive and driven applicants to apply. Ideal candidates are highly motivated, dedicated, and possess the following qualities:

• Diploma or Bachelor's Degree in Information Technology, Quality Assurance, Communications, Business, or a related field.
• Experience in software testing, QA, customer experience, or chatbot evaluation.
• Strong attention to detail.
• Excellent written communication skills.
• Analytical and problem-solving abilities.
• Experience documenting defects and test outcomes.
• Ability to follow testing methodologies and processes.
• Strong organizational skills.
• Ability to work independently and collaboratively.
• Basic understanding of AI and chatbot technologies.
• Experience using productivity and reporting tools.
• Customer-focused mindset.

Nice to Have

• Experience testing AI chatbots or virtual assistants.
• Knowledge of prompt engineering principles.
• Familiarity with Generative AI technologies.
• Experience with QA management tools.
• Exposure to conversational design principles.
• Knowledge of user experience testing methodologies.
• Experience within technology or BPO environments.
• Understanding of AI evaluation metrics.

Work Environment

This position operates in a professional office setting. The role involves prolonged periods of sitting and/or standing while using a computer and telephone headset. Employees will regularly operate office equipment such as computers, phones, copiers, and printers. Occasional movement within the office may be required for task completion, including reaching, moving, and lifting objects up to forty (40) pounds.

Location Requirements

Must be authorized to work in the country where the job is based.

Background & Screening

Subject to program and location requirements, employees may be required to undergo a LEVEL II background and/or security investigation with fingerprinting. Drug screening may also be required (not applicable in Canada). Offers of employment are contingent upon successful completion of these investigations and screenings.

Diversity & Inclusion

MCI embraces diversity and believes it enriches our employees, company, customers, and community. Employment decisions are based on merit, qualifications, and business needs. We maintain a discrimination-free work environment that fosters dignity and respect. All employees contribute to our commitment to equal opportunity. MCI does not discriminate based on age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by law. We consider qualified applicants with criminal histories in accordance with applicable laws. Harassment of any kind is not tolerated. These principles guide all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. Reasonable accommodations are provided to qualified individuals with disabilities as required by law.

Company Overview

MCI empowers clients to address their CX and DX challenges through innovative solutions that deliver exceptional experiences and drive optimal performance. We provide business process outsourcing, staff augmentation, contact center services, and IT services. In 2019, MCI was recognized by Inc. Magazine as Iowa’s Fastest Growing Company and ranked 452nd on the Inc. 5000 list. Our subsidiaries have a history of appearing on Inc. Magazine's Fastest-Growing Companies list multiple times. MCI operates ten BPO service delivery facilities across various locations and employs over 10,000 individuals supporting over 150 North American clients through diverse brands. We drive modernization through digitalization, enabling clients to achieve more with less.

Disclaimer

This job description provides a general overview and is not exhaustive. Duties and responsibilities may be added or modified by supervisors. Performance will be evaluated based on tasks performed. The employer reserves the right to revise this job description at any time. This description does not constitute an employment contract; either party may terminate employment at any time for any reason.

Key skills/competency

AI Chatbot Tester, Chatbot Testing, Quality Assurance, Conversation Analysis, Prompt Engineering, User Acceptance Testing, Regression Testing, Customer Experience, BPO, Conversational AI.