Customer Experience Intern - QS AI Quality

Who We Are 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 . About Your Role The QS AI Quality Intern supports QGenda Support’s AI and automation initiatives by reviewing customer interactions handled by the Zoom Virtual Assistant. This role is responsible for evaluating the quality and effectiveness of AI-assisted support experiences, identifying workflow or resolution gaps, and providing actionable feedback to improve customer outcomes and bot performance. This internship offers hands-on exposure to AI-driven customer support operations within a fast-paced SaaS environment while helping shape the future of automated support experiences at QGenda. How You’ll Make an Impact Review Zoom Virtual Assistant interactions against QS quality standards, workflows, and customer support expectations. Evaluate whether the AI assistant accurately understood customer requests, followed the appropriate workflow, and delivered the correct resolution. Document successful interactions, missed opportunities, workflow failures, and areas for customer experience improvement. Categorize issues and feedback trends, including: Incorrect or incomplete resolutions Escalation timing concerns Customer confusion or friction points Knowledge gaps Customer sentiment concerns Identify recurring patterns across customer interactions, including escalation drivers, workflow breakdowns, and common support issues. Provide regular summaries and insights to QS leadership and AI initiative stakeholders. Support continuous improvement efforts by contributing to a repeatable feedback process that enhances AI workflows, support quality, and customer experience. Collaborate with internal teams to help improve support operations and AI-assisted service delivery. What Success Looks Like Consistent and accurate documentation of AI-assisted support interactions. Actionable insights that identify what is working well and where improvements are needed. Increased visibility into customer sentiment and quality trends related to AI-handled support experiences. Meaningful recommendations that improve the effectiveness of the Zoom Virtual Assistant and overall customer experience. Strong attention to detail and reliability when reviewing high volumes of interactions. Who You Are Strong attention to detail with the ability to follow structured review and evaluation processes. Excellent written communication and organizational skills. Ability to identify trends, patterns, and recurring customer experience issues. Interest in AI, customer support operations, SaaS technology, or customer experience. Comfortable learning and using tools such as Zoom Contact Center, Salesforce Service Cloud, and Google Sheets. Dependable, organized, and capable of managing repetitive tasks with consistency and accuracy. Ability to work independently while collaborating effectively with cross-functional teams. Experience You Bring Current college student or recent graduate pursuing a degree in Engineering (Computer Science, Mechanical, Aerospace, Industrial), Data Science or Analytics, Technology, or another related field. 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. What’s In It For You We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes: 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 QGenda delivers technology solutions to improve how healthcare is delivered and increase access — for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all. QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.

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