AI Chatbot Tester

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking an AI Chatbot Tester to evaluate, validate, and improve AI-powered chatbot and conversational AI solutions. This role focuses on ensuring chatbot responses are accurate, reliable, compliant, and aligned with business requirements and user expectations.

The successful candidate will play a key role in maintaining quality standards and enhancing customer experiences across AI-driven interactions.

Chatbot Testing & Validation

• Execute test plans and chatbot evaluation scenarios.
• Assess response quality and conversational effectiveness.
• Validate chatbot functionality across use cases.
• Identify defects, inconsistencies, and performance issues.

Quality Assurance

• Conduct regression and user acceptance testing.
• Verify compliance with business requirements.
• Document test results and findings.
• Support issue resolution activities.

Conversation Analysis

• Review chatbot interactions and user journeys.
• Identify gaps in conversational flows.
• Recommend improvements to responses and workflows.
• Analyze trends and recurring issues.

Collaboration & Reporting

• Work closely with AI trainers and prompt engineers.
• Provide testing feedback to development teams.
• Participate in quality review sessions.
• Prepare reports and performance insights.

Continuous Improvement

• Support chatbot optimization initiatives.
• Contribute to testing standards and best practices.
• Stay informed about conversational AI developments.
• Assist with evaluation framework improvements.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Diploma or Bachelor's Degree in Information Technology, Quality Assurance, Communications, Business, or related field.
• Experience in software testing, QA, customer experience, or chatbot evaluation.
• Strong attention to detail.
• Excellent written communication skills.
• Analytical and problem-solving abilities.
• Experience documenting defects and test outcomes.
• Ability to follow testing methodologies and processes.
• Strong organizational skills.
• Ability to work independently and collaboratively.
• Basic understanding of AI and chatbot technologies.
• Experience using productivity and reporting tools.
• Customer-focused mindset.

Nice to Have

• Experience testing AI chatbots or virtual assistants.
• Knowledge of prompt engineering principles.
• Familiarity with Generative AI technologies.
• Experience with QA management tools.
• Exposure to conversational design principles.
• Knowledge of user experience testing methodologies.
• Experience with in technology or BPO environments.
• Understanding of AI evaluation metrics.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks;

reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (
40
) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation…