About the Company
RBC (Royal Bank of Canada) is a global financial institution with a purpose-driven, principled approach to delivering leading performance. We are Canada’s largest bank, and one of the largest in the world based on market capitalization, with a diversified business model focused on innovation and digital transformation. We serve over 17 million clients in Canada, the U.S., and 27 other countries, offering personal and commercial banking, wealth management, insurance, investor services, and capital markets products and services. At RBC, we are committed to helping our clients thrive and communities prosper, and we leverage cutting-edge technology, including AI, to enhance our services and customer experience.
Job Description
We are seeking a detail-oriented and analytical Remote AI Interaction Analyst to join our innovative team within the banking sector. In this 100% remote role, you will be instrumental in analyzing and optimizing the performance and user experience of our AI-powered customer interaction systems. You will work with large datasets of customer interactions, identify trends, pain points, and opportunities for improvement in AI model responses, natural language understanding, and overall dialogue flow. This is a crucial position for ensuring our AI solutions deliver exceptional and secure service to our clients while adhering to strict banking regulations and security protocols from a secure home office environment.
Key Responsibilities
- Analyze conversational AI logs and user feedback to identify patterns, common issues, and areas for improvement in AI system performance.
- Evaluate AI model responses for accuracy, relevance, and adherence to brand guidelines and regulatory compliance in a banking context.
- Collaborate with AI engineers, data scientists, and product managers to translate analytical insights into actionable recommendations for system enhancements.
- Develop and maintain comprehensive reports on AI interaction performance, including key metrics such as resolution rates, sentiment analysis, and user satisfaction.
- Contribute to the continuous improvement of AI training data by identifying gaps and suggesting new training examples.
- Participate in user acceptance testing (UAT) for new AI features and enhancements.
- Ensure all analysis and recommendations comply with RBC's security standards and banking industry regulations.
- Stay informed about the latest advancements in AI, natural language processing, and customer experience technologies.
Required Skills
- Bachelor’s degree in Computer Science, Linguistics, Data Analytics, Business, or a related quantitative field.
- 2+ years of experience in data analysis, business intelligence, or a similar analytical role, preferably within the financial services or technology sector.
- Strong analytical skills with the ability to interpret complex data and draw actionable insights.
- Proficiency in data analysis tools (e.g., Excel, SQL, Python/R for data manipulation).
- Familiarity with natural language processing (NLP) concepts and conversational AI systems (e.g., chatbots, virtual assistants).
- Excellent communication skills, both written and verbal, for presenting findings and recommendations.
- Demonstrated ability to work independently and securely in a remote work environment.
- Understanding of banking operations and regulatory compliance requirements.
Preferred Qualifications
- Master's degree in a relevant field.
- Experience with conversational AI platforms (e.g., Google Dialogflow, IBM Watson, Microsoft Bot Framework).
- Prior experience in UX research, customer journey mapping, or interaction design.
- Knowledge of machine learning principles and model evaluation metrics.
- Certification in data analytics or business intelligence tools.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and flexible work arrangements.
- RBC employee stock purchase plan and retirement savings programs.
- Opportunities for professional development and continuous learning.
- Access to a secure and robust remote work infrastructure.
- Employee wellness programs and mental health support.
- Inclusive and diverse company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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