Senior Associate, Chatbot Operations & Optimization - SPX Express
Senior Associate, Chatbot Operations & Optimization - SPX Express
Shopee2-4 Years
This job is no longer accepting applications
Job Description
Job Description:
- Monitor chatbot operational performance and ensure stable day-to-day operations.
- Track and analyze key chatbot metrics, including Automation Rate, Deflection Rate, Failed Intent Rate, CSAT, and Response Quality.
- Identify trends, gaps, and root causes from chatbot failures, customer feedback, and escalation cases propose improvement actions.
- Optimize chatbot conversation flows, intents, and knowledge content to improve customer experience and reduce unnecessary live-agent contacts.
- Maintain and continuously enhance chatbot FAQs, Knowledge Base, and operational content to ensure accuracy and consistency.
- Support chatbot configuration, logic setup, testing, validation, and release readiness for new features, processes, and policy updates.
- Coordinate with Operations, Product, Tech, QA, and Regional teams to investigate issues, drive improvements, and support chatbot enhancements.
- Conduct UAT, post-release monitoring, and performance reviews to ensure chatbot quality and stability.
- Prepare regular performance reports, operational insights, and recommendations for stakeholders.
- Support chatbot governance, documentation, SOP maintenance, and process standardization.
- Participate in chatbot optimization projects and other initiatives assigned by management.
Requirements:
- Minimum 2â€4 years of experience in Customer Service, Operations, Quality Assurance, Process Improvement, System Operations, or related functions.
- Experience working with chatbot platforms, automation tools, CRM/ticketing systems, or digital customer support channels is preferred.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Good understanding of operational processes, customer journeys, and service performance metrics.
- Proficient in Google Sheets/Excel experience with reporting and dashboard tools is an advantage.
- Basic understanding of chatbot workflows, automation logic, APIs, and system integrations is preferred.
- Strong stakeholder management and cross-functional collaboration skills.
- Self-driven, detail-oriented, and able to work independently in a fast-paced environment.
- Strong written and verbal English communication skills are required due to frequent collaboration with Regional teams.
More Info
Job Type:
Industry:
Function:
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Key Skills
chatbot platforms
system integrations
digital customer support channels
automation logic
chatbot workflows
CRM ticketing systems
reporting and dashboard tools
About Company
Skills:
Excel, Electronic documentation control systems, Pharmacy, Word, Trackwise® eQMS, GSP, GDP, Technical Writing, Qms, Gmp, Reporting
Skills:
google sheets , Data Quality, Hypothesis Testing, Data Cleaning, Sql, Python, data models, R, data marts, Statistics, data visualization dashboarding tools
Skills:
Excel, Word, Powerpoint, Financial Modelling
Skills:
workflow engines , Predictive Analytics, Sql, Data Privacy, Dashboards, Automation Tools, LLMs, Analytics, Ethical AI standards, Data-Driven Problem Solving, PII protection, Process Discovery Optimization, AI-Driven Solution Design, AI Workflow Tool Integration, AI APIs, Generative AI
Skills:
google sheets , Excel, Digital Marketing, CRM lifecycle marketing, Marketing Analytics, performance optimization, structured experimentation, cohort segmentation, a/b testing, KPI analysis