We are looking for a dedicated Quality Assurance Specialist to join our team in Charlotte, North Carolina, in the financial services industry. In this long-term contract role, you will play a key part in evaluating and improving chatbot interactions to enhance member experiences. This position requires a keen eye for identifying trends and ensuring quality standards are consistently met.<br><br>Responsibilities:<br>• Assess chatbot conversations to identify trends, errors, and areas of member dissatisfaction.<br>• Collaborate with cross-functional teams to pinpoint and address gaps or issues in chatbot performance.<br>• Act as a resource to refine and improve chatbot responses for better member engagement.<br>• Analyze patterns in member feedback to understand satisfaction and areas needing improvement.<br>• Apply security policies to ambiguous scenarios while maintaining compliance.<br>• Participate in audit programs and calibration sessions to ensure consistent quality.<br>• Develop expertise in evolving services and products to provide informed recommendations.<br>• Utilize QA tools to report performance metrics using qualitative and quantitative data.<br>• Perform additional tasks as needed to support the quality assurance function.

• 1-3 years of experience in support or quality assurance, preferably in a financial or regulated environment.<br>• Strong ability to evaluate chat conversations and identify specific areas for improvement.<br>• Skilled in assessing member experiences with empathy and objectivity.<br>• Effective verbal and written communication skills with attention to detail and accuracy.<br>• Proven ability to resolve complex customer issues and manage escalations with various teams.<br>• Proficient in analytical tools such as Microsoft Excel or Google Sheets, including filtering data, creating charts, and generating pivot tables.<br>• Familiarity with QA platforms and CRM systems is a plus.<br>• Adaptable and flexible to thrive in a fast-paced and evolving work environment.

<h3 class="rh-display-3--rich-text">Technology Doesn't Change the World, People Do.^®</h3> <p>Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.</p> <p>Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. <a href="https://www.roberthalf.com/us/en/mobile-app" target="_blank">Download the Robert Half app</a> and get 1-tap apply, notifications of AI-matched jobs, and much more.</p> <p>All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit <a href="https://roberthalf.gobenefits.net/" target="_blank">roberthalf.gobenefits.net</a> for more information.</p> <p>© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to <a href="https://www.roberthalf.com/us/en/terms">Robert Half’s Terms of Use</a>.</p>