Live Chatbot Performance & QA Manager – 6 month FTC

Live Chatbot Performance & QA Manager - 6 month FTC Remote or London (1 day per week) Up to £50,000 ** 6 month FTC ** We're supporting a well-established national charity investing in digital transformation to improve how they support and engage their communities. They are looking for a Conversational AI Quality & Optimisation Manager to take ownership of chatbot and live chat performance, ensuring interactions are accurate, compliant and deliver an excellent user experience. This is a key role at the intersection of AI, customer experience and governance. The Role You will be responsible for monitoring, auditing and improving both AI-driven chatbot responses and live agent interactions. Working closely with technical, service design and customer teams, you'll ensure conversational journeys are accurate, compliant and continuously optimised. Key Responsibilities Audit chatbot and live chat interactions for accuracy, tone and quality Monitor performance metrics and identify opportunities to improve containment and user satisfaction Identify logical flaws, defects and journey gaps, working with technical teams to resolve underlying issues Provide structured feedback to live agents and chatbot development teams Review and refine conversational journeys to improve user experience Ensure regulatory requirements and internal policies are adhered to Requirements Experience monitoring and assuring quality of chatbot and/or live chat interactions Strong understanding of conversational flows, journey design and containment optimisation Experience working with technical teams to resolve defects and improve performance Knowledge of governance and regulatory compliance in customer interactions Excellent stakeholder management and influencing skills This is an opportunity to shape how AI-powered conversations are delivered within a purpose-led organisation, ensuring technology genuinely improves user experience while maintaining quality and compliance. Remote-first, with the option to work from a London office one day per week. Salary up to £50,000 depending on experience. *Rates depend on experience and client requirements