About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

We are seeking in Bogota a highly analytical and consumer-centric QA Chatbot Analyst to revolutionize our automated customer journey. This is not just a technical role; we need a "Digital Buyer" expert who understands the competitive landscape and is obsessed with User Experience (UX). Your mission is to rescue our customers from "Digital Hostage" situations-where automated flows lead to dead ends-and transform our Chatbot into a resolutive, high-performance tool powered by Generative AI .

Key Responsibilities

• Flow Optimization & UX: Design and refine internal chatbot flows to ensure the best possible consumer experience, particularly for complex processes like returns and refunds.
• Strategic QA: Conduct deep-dive analysis on chatbot interactions. You must possess the critical thinking to understand how removing or changing one piece of the flow impacts the entire consumer journey.
• System Automation: Leverage technical expertise in Salesforce and BPO customer service environments to automate at least 35% of all contacts, ensuring a seamless transition between AI and human support.
• Stakeholder Management: Act as the bridge between the local team in Bogotá and global teams, including our internal team and technology providers in Amsterdam .
• Innovation: Proactively explore new ways of doing things. We need an extroverted thinker who isn't afraid to challenge the status quo and pitch bold ideas to improve digital resolution.

Technical & Professional Requirements

• Experience: 3+ years managing Digital Products , specifically within Chatbots or automated Customer Service platforms.
• Tools: Proficiency in Salesforce and exposure to Generative AI (Gen AI) implementation.
• Data Analysis: Ability to interpret complex data sets to identify friction points in the user journey.
• Soft Skills: High level of Critical Thinking , extroverted communication style, and a "Team Player" mentality.
• Mindset: Agile, flexible, and driven by a "Number 1" mentality. You must thrive in a fast-paced environment with constant challenges and changes.

Why Join Us?

You will be at the forefront of AI implementation for a global leader, working with international teams and cutting-edge technology. If you are passionate about solving the "Digital Hostage" crisis and creating world-class digital experiences, we want to hear from you.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/ .