Associate Quality Audit Analyst

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 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