AI Quality & Monitoring Specialist

About the role

Heyhotel is looking for a detail‑oriented AI Quality & Monitoring Specialist to join its operations team and help ensure the performance of AI‑powered voice and text agents used in guest communication.

Key responsibilities

• Review voice calls and text conversations flagged by the AI Monitoring Agent.
• Evaluate the accuracy, quality, and effectiveness of AI‑generated responses.
• Identify errors, missed requests, and situations requiring human intervention.
• Report issues to relevant teams and follow up on their resolution.
• Identify recurring problems and provide feedback to improve AI agent performance.
• Support ongoing quality assurance and operational improvements.

Required profile

• Strong attention to detail and analytical thinking.
• Excellent communication and organizational skills.
• Good command of written and spoken English.
• Ability to work independently and manage priorities.
• Comfortable working with digital tools and AI technologies.
• Proficiency in additional foreign languages is a plus.
• Previous experience in customer support, quality assurance, or operations is a plus.
• Experience in the hospitality industry is a plus.