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RCC Rocklin Call Center, United States of America
Remote only
o Review AI-handled customer service interac ons for accuracy, knowledge interpreta on, and response clarity
o Analyze interac on data to iden fy repeat contact drivers and low sa sfac on scores
o Surface trends ed to issue resolu on, customer effort, and live agent escala ons o Recommend tuning ac ons to improve resolu on quality and customer sa sfac on
o Support use case development and execute tes ng to evaluate effec veness and iden fy improvements
o Follow established guidelines for safe, accurate, and consistent AI behavior
o Escalate risks ed to hallucina ons, fraud scenarios, or customer trust
o Adjust focus and workflows as business needs evolve
o Customer service background
o Proficient in Excel, including data analysis, repor ng, and advanced func ons.
o Experience in review, opera ons support, or customer service analy cs
o Comfortable working in a seasonal role with shi ing priori es
o Strong analy cal, wri en, and verbal communica on skills
o Familiarity with AI agents, chatbots, and prompts
o Experience reviewing and improving AI/agen c interac ons, including iden fying knowledge gaps and tuning opportuni es
o Ability to interpret AI outputs and provide ac onable feedback to improve performance
