Job Category: Chatbot – Analyst
Job Type: Full Time
Job Location: Mumbai Malad
Company Name: One of the Leading Bank
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Client :- One of the Leading Bank
Posting :- Mumbai
POSITION PURPOSE :
Chatbot platform quality management (High Accuracy, Minimal Non-Comprehension etc.) and design
/ improve new Chatbot journeys & content for improved user-experience and revenue generation.
Primary Purposes:
- End-to-End Ownership & Delivery of requirements related to Chatbot Quality Management
- Define new use-cases, create Straight through processes & conversation journeys on the Chatbot to improve effectiveness and manage project execution with partner
- Regular industry analysis of Chatbots and present to management
KEY POSITION RESPONSIBILITIES :
| Sr. | Key Responsibilities |
| 1 | Regular Chatbot Quality Testing & Analysis – Ensure high accuracy of Chatbot Response (Agreed %) & minimal/negligible non-comprehension rate with end-to-end closure of all required improvements till Go-Live – for improved user-experience |
| 2 | Chatbot new capability management – Define new use-cases, customer journeys to improve Chatbot effectiveness with internal stakeholders & signoff |
| 3 | Analyze chat sessions and recommend changes required in the content/system for improving the Chatbot performance |
| 4 | Close engagement with external partner to ensure timely delivery of all requirements |
| 5 | Create various reports/insights related to Chatbot metrics |
| 6 | Work with various teams (IT, Biz. solutions, Marketing etc.) to ensure right features are being implemented with maximum efficiency |
| 7 | Any other activity related to Project Completion with expected solutions |
QUALIFICATIONS AND EXPERIENCE REQUIREMENT
| Qualifications | |
| Essential | B.Tech or other Graduate with additional relevant experience |
| Preferred | Lean Six Sigma Certification |
| Experience | |
| Essential | Min. 3-4 years of experience in Digital Projects Background in BankingPrior work experience of Chatbots / Machine Learning including hands on experience in Natural Language Processing Tech.Ability to interact with stakeholders across businesses and all levels of the Bank |
| Preferred | Basic understanding of technology enabled capability development / deployment & API integrationExcellent communication, negotiation and influencing skillsShould have an analytical bent of mind, strong bias for action & driving results |
- COMPETENCY REQUIREMENTS
- Technical Skills
| Skill | Attribute |
| Project Management | Overall Project Management & Execution, including Initiating & PlanningDelivering resultsMonitoring & ControllingProject RisksStakeholder ManagementProject Closure |
| Business Analysis | Research to understand data points required to produce a certain resultRequirement gathering to produce structured, functional specificationsWorking on complex data elementsStrong analytical skills |
| Consulting Skills | Dealing with a cross section of colleagues, influencing skills and building bridges to achieve desired resultsAbility and flexibility to work in disparate functional areas of the BankDelivery Excellence in reports & presentations produced |
| EUC Skills | Expertise in MS Excel, Word & PowerpointCreating meaningful, smart & effective Powerpoint decks |
- Behavioural Skills
| Competencies | Attribute |
| Professionalism | Conducts duties with good judgment and in good faith |
| Respect | Sensitive and responsible for what is said and done |
| Excellence | Acts in a manner that earns the trust and admiration of others |
| Entrepreneurial | Enterprising and take ownership of ones actions |
| Teamwork | Works collaboratively to achieve the common goals |
| Creativity | Creating new & imaginative ideas to be applied as solutions |
| People Skills | Understanding people; using appropriate approaches to obtain results |
| Communications | The ability to convey information to others effectively and efficiently |
| Problem Solving | Using generic or ad hoc methods, in an orderly manner, for finding solutions to problems |
| Influence | Influences stakeholders in a smooth, non-abrasive manner |
| Perseverance | Persistence in doing anything despite difficulty or delay in achieving success |
| Negotiation & Persuasiveness | Negotiation skills resulting in creation of win-win situations with stakeholders & team members |
| Initiative | Ability to assess and take initiatives independently |
| Active Listening | Ability to listen, comprehend & have an eye for details |
| Result Oriented | End Result Time-Bound Delivery Skill |