Conversational AI QA

About Rifa AI

Rifa AI builds AI-powered voice and chat agents for the debt collection industry. Our bots handle real customer conversations at scale : verifying customer details, negotiating payments, answering questions, and navigating sensitive financial situations. We're a small, fast-moving team where your work directly impacts product quality and customer outcomes.

The Role

We’re looking for an experienced QA Lead to audit, evaluate, and improve AI-driven conversations.

Your job is to ensure these AI conversations are:

Compliant

Effective

Professional

Directed to the North Star

You’ll review real conversations, identify compliance and performance gaps, and help us translate high-performing human behaviors into AI conversation strategies.

This is not traditional QA.

While you will review compliance and performance, your real mandate is understanding:

• What drives the north star outcomes

• How human agents build urgency compliantly

• How objections should be handled

• Where conversations lose momentum

We are specifically looking for someone who has hands-on experience in transitioning human agents to AI bots in the past ,not because this role involves training, but because that experience gives you a deep understanding of:

• Consumer psychology

• Negotiation frameworks

• Critical talk tracks

• Objection handling patterns

You will use that expertise to help our voicebots sound, behave, and talk like top-performing human agents.

The Ideal Candidate

• Thinks like a customer and understands persuasion

• Has experience with conversational AI, customer service, or collections

• Notices conversion patterns across conversations

• Is curious about AI and prompt engineering

• Communicates findings clearly to stakeholders

What You’ll Do

• Review transcripts with a conversion lens

• Identify persuasion gaps

• Catch errors and compliance issues

• Test end-to-end flows

• Track performance patterns

• Learn prompt engineering

• Collaborate with engineering teams

• Build domain expertise

Must Have

• 3–7+ years in U.S. debt collections QA

• Experience auditing collection calls

• Deep FDCPA knowledge

• Collector performance scoring experience

• Dialer environment exposure

• Experience coaching collectors (contextual expertise)

Nice to Have

• Collections or financial services background

• Voicebot / chatbot exposure

• Prompt engineering familiarity

• Sales or negotiation training background

• Compliance experience

• QA framework experience

Application Instructions

Include the phrase:

“conversation momentum”

Also answer:

“What are the top 3 compliance violations you see most in collection calls?”

Why Join Us

• High impact work

• Exposure to cutting-edge AI

• Small, fast-moving team

• Growth into QA leadership

• Above-industry compensation

Application Form:

https://docs.google.com/forms/d/e/1FAIpQLSfchC_duLsVHoCBEzEVCZZ2K0XLyikKlxAYRcG_20UnQtcUKw/viewform