Customer Experience Intern - QS AI Quality

QGenda • Atlanta, GA

3h • Hybrid

About The Position

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day. At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry. QGenda is headquartered in Atlanta. To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn.

The QS AI Quality Intern will support QGenda Support’s AI initiatives by reviewing customer calls handled by the Zoom Virtual Assistant. This role will evaluate whether the bot handled calls correctly, identify opportunities for improvement, and document trends related to customer sentiment, resolution quality, escalations, and overall support experience.

Requirements

• Current college student or recent graduate.
• Strong attention to detail and ability to follow a structured review process.
• Clear written communication skills.
• Ability to identify patterns, trends, and recurring issues.
• Interest in customer support, AI, SaaS technology, or customer experience.
• Comfortable learning tools such as Zoom Contact Center, Salesforce Service Cloud, and Google Sheets.
• Organized, dependable, and able to manage repetitive work consistently.
• Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

Responsibilities

• Review Zoom Virtual Assistant calls against QS quality expectations and support workflows.
• Determine whether the bot understood the customer need, followed the correct process, and provided an appropriate resolution.
• Document where the bot performed well, where it failed, and where the experience could improve.
• Categorize feedback by issue type, such as incorrect resolution, incomplete resolution, poor escalation timing, customer confusion, knowledge gap, or sentiment concern.
• Identify recurring trends across calls, including common failure points, customer frustration, escalation drivers, and workflow gaps.
• Provide regular summaries of key findings and recommended improvements to QS leadership and AI project owners.
• Support a repeatable feedback loop to improve bot performance, customer experience, and future AI workflows.

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed