AI Annotator

Probook

6d • $75,000 - $100,000 • Remote

About The Position

Probook AI is seeking a highly detail-oriented Quality Assurance Specialist / Call Annotator to support and continuously improve the performance of our AI Customer Service Representative (AI CSR). This role is responsible for auditing AI-handled customer calls, validating booking accuracy, and ensuring strict adherence to customer-defined behaviors and workflows.
This position plays a critical role in maintaining service quality, protecting customer trust, and driving ongoing optimization of our AI systems through structured feedback and insights.

Requirements

• 1+ year of hands-on experience using the ServiceTitan platform
• 2+ years of experience working within a trades-based service company (HVAC, Plumbing, Electrical, or similar)
• 2+ years of experience in a Quality Assurance role, auditing and grading CSR calls
• 3+ years of experience as a Customer Service Representative within a service-based company
• Proven experience evaluating call quality, booking outcomes, and adherence to call flows
• Exceptional attention to detail
• Typing speed of 40+ words per minute
• Strong critical thinking and analytical skills
• Highly proactive, with the ability to identify issues before they escalate
• Strong written communication skills for precise annotations and feedback
• Must be able to work 10-hour days, 5 days per week (50 hours total per week)

Responsibilities

• Review and listen to calls handled by Probook AI’s AI CSR to ensure all customer-specific expected behaviors, scripts, and workflows are followed accurately
• Annotate and document detailed agent feedback directly into customer-specific databases
• Identify trends, errors, or deviations and log issues in the company issue tracker, creating actionable tickets for internal teams
• Verify booking accuracy for all appointments scheduled by the AI CSR
• Validate the legitimacy of true booking opportunities, ensuring bookings meet defined criteria
• Annotate a minimum of 120 calls per day with accuracy and consistency
• Provide clear, actionable feedback and improvement suggestions to enhance the AI CSR’s booking performance and customer experience
• Collaborate with internal teams (QA, Product, Engineering, Operations) to support continuous improvement initiatives

Benefits

• Fully remote opportunity
• Salaried position with compensation ranging from $75,000–$100,000 per year, based on experience
• Pay in lieu of benefits
• Company-supplied equipment
• Opportunity to work at the forefront of AI-driven customer service innovation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed