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Rifa AI · 8 hours ago

Conversational AI QA Specialist

United States

Full-time

Remote

Entry, Mid Level

Rifa AI builds AI-powered voice and chat agents for the debt collection industry, and they are seeking a Conversational AI QA Specialist. The role involves analyzing conversations to improve bot effectiveness, ensuring compliance, and collaborating with the engineering team to enhance outcomes.

Computer Software

Responsibilities

Review transcripts with a conversion lens - Analyze chat and voice transcripts to understand why conversations succeed or fail. Where did the customer disengage? What objection went unhandled? Where did the bot miss an opportunity to close?

Identify persuasion gaps - Spot moments where a different response could have nudged the customer toward payment. Propose better approaches

Catch errors and compliance issues - Flag hallucinations, wrong information, tone problems, and compliance gaps (we operate in a regulated industry)

Test end-to-end flows - Simulate customer journeys across different scenarios—cooperative customers, resistant customers, confused customers—to catch issues before production

Track patterns - Build a picture of what's working and what's not. Which objections does the bot handle well? Which ones kill the conversation?

Learn prompt engineering - Understand how our AI systems are configured and how changes to prompts impact bot behavior. Over time, contribute to improving prompts based on your QA findings

Collaborate on improvements - Work with engineers to understand root causes and validate that fixes actually improve outcomes

Learn the domain - Quickly build expertise in debt collection workflows, compliance requirements (FDCPA, TCPA), and customer psychology

Qualification

Conversational AI experienceSales experienceAnalytical skillsPrompt engineeringCustomer service experienceDebt collection knowledgeSelf-directedPattern recognitionObjection handlingCompliance familiarityWritten communication

Required

Experience in at least one of: sales, collections, customer service, or conversational AI

A persuasion mindset - you instinctively think about what moves people toward decisions

Strong analytical skills - you notice patterns others miss

Aptitude for learning technical concepts - you don't need to be an engineer, but you should be comfortable learning how AI systems work and how small prompt changes create big behavioral shifts

Excellent written communication

Self-directed; comfortable working async with a distributed team