Live Chatbot Performance andamp; QA Manager - 6 month FTCRemote 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 andamp; 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 RoleYou 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 ResponsibilitiesAudit chatbot and live chat interactions for accuracy, tone and qualityMonitor performance metrics and identify opportunities to improve containment and user satisfactionIdentify logical flaws, defects and journey gaps, working with technical teams to resolve underlying issuesProvide structured feedback to live agents and chatbot development teamsReview and refine conversational journeys to improve user experienceEnsure regulatory requirements and internal policies are adhered toRequirementsExperience monitoring and assuring quality of chatbot and/or live chat interactionsStrong understanding of conversational ..... full job details .....