Remote or London (1 day per week)

Up to £50,000

* 6 month FTC.*

We’re supporting a well-established national charity investing in digital transformation to improve how they support and engage their communities.

They are looking for a Conversational AI Quality & Optimisation Manager to take ownership of chatbot and live chat performance, ensuring interactions are accurate, compliant and deliver an excellent user experience.

This is a key role at the intersection of AI, customer experience and governance.

The Role

You will be responsible for monitoring, auditing and improving both AI-driven chatbot responses and live agent interactions. Working closely with technical, service design and customer teams, you’ll ensure conversational journeys are accurate, compliant and continuously optimised.

Key Responsibilities

• Audit chatbot and live chat interactions for accuracy, tone and quality
• Monitor performance metrics and identify opportunities to improve containment and user satisfaction
• Identify logical flaws, defects and journey gaps, working with technical teams to resolve underlying issues
• Provide structured feedback to live agents and chatbot development teams
• Review and refine conversational journeys to improve user experience
• Ensure regulatory requirements and internal policies are adhered to

Requirements

• Experience monitoring and assuring quality of chatbot and/or live chat interactions
• Strong understanding of conversational flows, journey design and containment optimisation
• Experience working with technical teams to resolve defects and improve performance
• Knowledge of governance and regulatory compliance in customer interactions
• Excellent stakeholder management and influencing skills

This is an opportunity to shape how AI-powered conversations are delivered within a purpose-led organisation, ensuring technology genuinely improves user experience while maintaining quality and compliance.

Remote-first, with the option to work from a London office one day per week. Salary up to £50,000 depending on experience.

*Rates depend on experience and client requirements