The Role
Audits conversational BOT interactions end to end, verifying tags and resolution outcomes, documenting defects, submitting evidence-based Zendesk tickets, and tracking optimization releases. Produces weekly findings reports, leads calibration meetings, monitors fixes after deployment, and escalates authentication, handoff, and dead-end issues. The role requires analytical attention to detail, quality monitoring experience, CRM and bot platform proficiency, bilingual English and Spanish communication, and the ability to work independently and collaboratively.
Summary Generated by Built In
About PayJoy
PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.
This role
The Quality Associate BOT owns the quality review of PayJoy's conversational BOT interactions. This role audits bot-handled conversations end to end, verifies that Ultimate's reported tags and resolution outcomes match what actually happened, documents findings with evidence, and tracks every optimization release to confirm fixes land as intended, contributing to a reliable, trusted BOT QA program.
Responsibilities
- Complete 2,000 bot conversation reviews a month (about 100 a day, but not limited to), auditing Ultimate's tags and reported resolution against the actual conversation.
- Send a weekly findings report covering key results by market, Ultimate data gaps, new defects, and the status of open tickets.
- Lead a biweekly calibration meeting with the optimization team to review findings, agree on priorities, and calibrate scoring.
- Submit improvement tickets in Zendesk with evidence, severity, and the conversation ID, and confirm fixes once they ship.
- Monitor optimization releases at 24 hours and again one week after go-live to confirm each fix worked as intended.
- Flag authentication, agent-handoff, and dead-end issues in bot flows for escalation per established protocols.
- Stay current with the bot's question set, scorecard updates, and process changes communicated by the QA team.
Requirements
- 1–2 years in Quality Assurance, bot/conversational AI auditing, or contact center quality.
- Experience auditing or working with conversational bots (e.g. Ultimate) and CRM/ticketing tools is highly valued.
- Zendesk, Ultimate, or equivalent CRM/bot platforms at an intermediate level.
- Google Suite and Office Suite at intermediate level.
- Familiarity with quality monitoring and reporting tools.
- Meticulous attention to detail when auditing BOT conversations and tags.
- Clear and constructive written and verbal communication, fluent in English and Spanish.
- Proactivity and ability to work both independently and collaboratively.
- Analytical skills to identify patterns, flag issues, and support root cause analysis.
- Service mindset and accountability.
- Openness to feedback and continuous learning mindset.
Benefits
- 100% Company-funded Health for employees and immediate family members
- Life Insurance
- Indefinite-term contract
- 20 days of vacations, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone finance, headphone benefit, home office equipment allowance and wellness perks
- Catered lunches
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
PayJoy Principles
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
Skills Required
- 1-2 years of experience in quality assurance, conversational bot auditing, or contact center quality
- Experience auditing or working with conversational bots such as Ultimate
- Experience with CRM or ticketing tools
- Intermediate proficiency with Zendesk, Ultimate, or equivalent CRM and bot platforms
- Intermediate proficiency with Google Suite and Office Suite
- Familiarity with quality monitoring and reporting tools
- Meticulous attention to detail when auditing bot conversations and tags
- Clear written and verbal communication
- Fluency in English and Spanish
- Ability to work proactively, independently, and collaboratively
- Analytical skills for identifying patterns, flagging issues, and supporting root cause analysis
- Service mindset, accountability, openness to feedback, and continuous learning
PayJoy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PayJoy and has not been reviewed or approved by PayJoy.
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Fair & Transparent Compensation — Pay is considered market‑aligned for senior U.S. technical roles, and public salary bands help candidates benchmark and align expectations. Feedback suggests this transparency supports confidence that offers are competitive for role and location.
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Healthcare Strength — Company‑paid basic medical, dental, vision, life, and disability coverage is emphasized as a standout element versus many startups. Feedback suggests this reduces out‑of‑pocket burden and strengthens the core benefits foundation.
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Parental & Family Support — Paid parental leave and flexible hours are highlighted alongside dedicated time off. Feedback suggests these family‑oriented policies enhance the perceived completeness of the package.
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The Company
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being. Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
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