AI Annotator
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Job Description
Quality Assurance Specialist supporting Probook AI by auditing calls of AI-driven customer service representatives. Validating booking accuracy and providing feedback for improvement.
Responsibilities:
- Review and listen to calls handled by Probook AI’s AI CSR to ensure all customer-specific expected behaviors, scripts, and workflows are followed accurately
- Annotate and document detailed agent feedback directly into customer-specific databases
- Identify trends, errors, or deviations and log issues in the company issue tracker, creating actionable tickets for internal teams
- Verify booking accuracy for all appointments scheduled by the AI CSR
- Validate the legitimacy of true booking opportunities, ensuring bookings meet defined criteria
- Annotate a minimum of 120 calls per day with accuracy and consistency
- Provide clear, actionable feedback and improvement suggestions to enhance the AI CSR’s booking performance and customer experience
- Collaborate with internal teams (QA, Product, Engineering, Operations) to support continuous improvement initiatives
Requirements:
- 1+ year of hands-on experience using the ServiceTitan platform
- 2+ years of experience working within a trades-based service company (HVAC, Plumbing, Electrical, or similar)
- 2+ years of experience in a Quality Assurance role, auditing and grading CSR calls
- 3+ years of experience as a Customer Service Representative within a service-based company
- Proven experience evaluating call quality, booking outcomes, and adherence to call flows
Benefits:
- Fully remote opportunity
- Pay in lieu of benefits
- Company-supplied equipment
- Opportunity to work at the forefront of AI-driven customer service innovation
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