Chatbot Service Quality Analyst (QA)

Descripción del empleo

At Lognext we have been accompanying companies and teams for more than 18 years to identify and implement the technology necessary to advance, making their challenges and objectives our own and getting closer to their reality. Therefore, being a NEXTER means that your career and talent become meaningful to you and those around you, allowing you to build what matters most to you and reach your next level.

We are looking for a QA Analyst to join our team for a multinational leader in the financial sector.

Key Responsibilities:

• Perform in-depth qualitative analysis of chatbot conversations, especially low-rated or failed interactions, to identify root causes of service gaps.

• Evaluate intent recognition, response accuracy and conversational flow to ensure alignment with user needs and business taxonomy.

• Review incidents and service requests generated by the chatbot to verify correct categorisation, routing and follow-up actions.

• Identify recurring behavioural patterns, misclassifications or knowledge gaps and translate findings into structured improvement recommendations.

• Collaborate with Service Desk, Knowledge Management and technical teams to enhance chatbot performance and knowledge base accuracy.

• Define and monitor service quality KPIs (e.g. Automation rate, containment rate, misclassification rate, user satisfaction).

• Contribute to governance by producing analytical reports and dashboards for stakeholders.

• Validate and test new conversational flows, intents and support content before go-live to ensure quality and consistency.

• Support continuous improvement initiatives within the IT Service Office environment.

Skills:

• At least 3 years of experience in QA, service quality analysis, or similar IT roles.

• Experience analysing chatbot end-user support services.

• Experience reviewing digital support or chatbot interactions.

• Strong analytical mindset with the ability to detect misclassification or response issues.

• Experience working with KPIs, dashboards and reporting tools.

• Ability to work in an international environment.

• Fluent English (B2/C1)

• Fluent French (B2)

Desirable:

• Experience working with KPI dashboards and reporting tools.

• Knowledge ITIL-based service management frameworks (ITSM)

• Experience in process improvement initiatives.

• Familiarity with conversational AI or automation tools.

Job Conditions & Benefits:

• Permanent contract.

• Work Mode: Hybrid (4 days/month at office).

• Competitive salary.

• Remote work assistance.

• Professional Development: Access to an annual budget dedicated to advancing your skills through professional certifications.

Join our expert team, where creativity, commitment and the ability to bring new perspectives are essential to make a difference in a world full of opportunities.

Are you ready for your NEXT LEVEL?

In Lognext we are committed to equality between women and men and as proof of this we have a registered and published Lognext Equality Plan. We also believe that multiculturalism is a source of values, experiences and knowledge that add value to our projects, which is why we believe in diversity, and we are committed to it. We work every day to create environments where people are treated with respect and dignity no matter where they come from, we do not discriminate based on race, religion or beliefs, ethnicity, disability, age, nationality, marital status, sexual orientation, or gender.

Información extra

Status

Activa

Estudios requeridos

E.S.O

Localización

Madrid

Tipo de contrato

Trabajo estudiantes

Publicado el

22-02-2026

Carnet de conducir

No

Vehículo

No

Carta de motivación

No

Idiomas

Español