What are the responsibilities and job description for the Agent Evaluation Specialist position at Prox?
Company Description
Prox develops AI-powered technical support specialists designed to assist manufacturers of complex physical products. By compiling and organizing data from diverse sources such as manuals, specifications, and expert knowledge, Prox creates a comprehensive product knowledge graph. This knowledge powers specialist agents that interact with customers across various platforms, including chat widgets, dealer tablets, QR codes, and voice calls. The result is seamless, accurate, and efficient support for customers at every touchpoint. Prox is backed by Y Combinator, Bloomberg Beta, Paul Graham, and other notable investors.
Role Description
This is a contract, on-site role for an Agent Evaluation Specialist located in San Francisco, CA. The Agent Evaluation Specialist will assess and refine the performance of AI-driven support agents by monitoring and evaluating responses. Daily responsibilities include analyzing customer interactions, providing qualitative feedback to improve AI performance, and collaborating with technical teams to ensure optimal customer engagement. The role also involves testing and validating agent behavior to ensure continuous improvement.
Qualifications
- Excellent analytical and problem-solving skills to evaluate AI response accuracy and relevance
- Strong communication and collaboration skills to work effectively with technical teams
- Familiarity with customer service principles and best practices
- Experience in quality assurance or content review processes
- Detail-oriented with the ability to assess and document intricate workflows
- Background or familiarity with AI, machine learning, or automation is advantageous
- Bachelor’s degree in a relevant field or equivalent professional experience
- Prior experience in tech support, AI evaluation, or user experience testing is a plus