Executive

Greetings!

I would request you to go through the JD and help me with your interest in applying for this opportunity along with an updated resume.

About Lumina Datamatics

Lumina Datamatics is one of the top five Content Service Providers in India. It provides end-to end content, data, and technology solutions for global publishers and retailers. The companys prestigious clientele includes 7 of world’s top 10 publishers and 3 of world’s top 5 retailers. Founded in 1975, Lumina Datamatics is part of the $160 million Datamatics Group. The group has more than 450 customers, which include several Fortune 500 companies spread across 70+ countries.

www.luminadatamatics.com

We are looking for motivated and skilled individuals to join our team as Vendor Support Associates for eCommerce marketplace projects. In this role, you will be responsible for delivering exceptional support to eCommerce vendors through multiple communication channels, ensuring a world-class vendor experience while addressing technical, semi-technical, and process-related issues.

Job Overview

We are seeking a detail-oriented and proactive Executive/Senior Executive to support a Chatbot & IVR Conversation Review Project. The role involves auditing AI chatbot conversations and IVR call recordings to identify defects, inaccuracies, compliance gaps, and customer experience issues. The ideal candidate should possess strong analytical skills, excellent written communication, and the ability to categorize and document conversation defects accurately.

Key Responsibilities

1. Conversation Review & Defect Identification

• Review chatbot conversation logs and IVR call recordings.
• Identify defects such as incorrect responses, misleading information, broken flows, escalation failures, or compliance gaps.
• Categorize defects based on predefined taxonomies and quality frameworks.
• Flag critical customer-impacting issues for immediate attention.

2. Quality Analysis & Resolution

• Analyze recurring issues and highlight patterns in bot or IVR performance.
• Validate ML-flagged conversations and confirm defect accuracy.
• Escalate unresolved or complex issues to relevant stakeholders via email or project management tools.
• Suggest corrective actions and process improvements.

3. SOP Compliance & Governance

• Develop a strong understanding of QA guidelines and conversation review SOPs.
• Ensure adherence to compliance standards and regulatory requirements.
• Identify and report gaps in SOPs or quality frameworks for enhancement.

4. Tools & Technology Utilization

• Use Excel for maintaining trackers, analysis, and reporting.
• Leverage web research and internal knowledge bases for accurate validation.

5. Reporting & Documentation

• Maintain accurate defect logs and productivity trackers.
• Document defect trends, root causes, and recommendations for improvement.

Mandatory Skills & Qualifications

Technical Skills:

• Proficiency in MS Office (especially Excel).
• Basic understanding of chatbot workflows and IVR systems.
• Familiarity with QA processes and defect categorization frameworks.

Soft Skills

• Excellent written and verbal communication skills.
• Strong analytical and critical-thinking abilities.
• High attention to detail and accuracy.
• Ability to work independently under pressure and meet SLAs.
• Flexibility to work rotational shifts and on Indian holidays, if required.

Eligibility Criteria

• Graduate in any discipline.
• Must clear an IQ/analytical assessment conducted by HR.
• Typing speed of minimum 30 WPM.

Preferred Qualifications

• Prior experience in chatbot/IVR quality auditing.
• Experience in customer experience (CX), conversational AI, or voice process QA.