Senior AI Analyst - QA at Zola

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, FintechIndustries

Requirements

Strong technical capabilities in Python, SQL, Tableau, prompt engineering, and AI/analytics techniques
Natural problem-solving skills with a genuine interest in operational excellence
Ability to thrive in fast-paced environments and build transformative solutions from the ground up
Deep understanding of operations processes, customer interactions, compliance, security, and what constitutes quality

Responsibilities

Work closely with the QA team and Operations functional areas to build a deep understanding of processes being evaluated and what good looks like
Introduce AI-scorecards to evaluate 100% of customer contacts (chat & telephony) using Python and prompt engineering techniques
Apply AI and analytics techniques to evaluate 100% of manual and automated back-office tasks/actions to ensure they are performed correctly
Design evaluations (eVals) and metrics to ensure AI performance is as expected, and monitor it on an ongoing basis
Use SQL, Python, and Tableau to surface and analyze results, making key data accessible and actionable for stakeholders, identifying patterns, trends, or recurring issues
Highlight regulatory issues where processes or conversations may have caused customer detriment or breaches, enabling swift manual review and remediation
Provide management and agents with dashboards displaying overall performance, highlighting areas of development with detailed reasoning, commentary, and suggested improvement actions
Enable real-time QA capabilities

Skills

GenAI

Analytics

Quality Assurance

Scorecards

Customer Experience

Compliance

Security

Chatbot

Telephony

Zola

Online wedding planning and registry platform

About Zola

Zola.com is an online platform designed for couples planning their weddings. It offers a variety of services including customizable wedding invitations, venue and vendor recommendations, and a gift registry that allows couples to manage gifts, experiences, and cash funds all in one place. The platform simplifies the wedding planning process by providing tools for managing guest lists, tracking RSVPs, and meal selections. Zola stands out from competitors by allowing couples to exchange gifts for credit before they are shipped, enhancing the gift-giving experience. The company generates revenue through commissions from vendors and venues booked through its platform, as well as from the sale of wedding-related products. Zola's goal is to provide a seamless and user-friendly experience for engaged couples, making wedding planning easier and more organized.

New York City, New YorkHeadquarters

2013Year Founded

$164.6MTotal Funding

SERIES_DCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Hybrid Work Options

Flexible Work Hours

Risks

Emerging platforms offering similar services at lower costs threaten Zola's market share.

Economic downturns may reduce spending on weddings, impacting Zola's revenue.

Expansion into baby registries may dilute Zola's brand focus on weddings.

Differentiation

Zola offers a unique AI tool to balance wedding planning decisions.

Zola's comprehensive platform includes customizable invitations and vendor recommendations.

Zola's guest list management tool streamlines RSVP tracking and meal selections.

Upsides

Zola's AI tool aligns with the trend of integrating AI in wedding planning.

The rise of micro-weddings creates demand for Zola's tailored services.

Zola's digital marketing can leverage increased social media use for wedding planning.

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