Junior Analyst

*** This opportunity is on-site, in Brickell, Miami, Florida. Please don't apply if you can not commute. No relocation available. ***

HelloGov AI is an innovative startup transforming how individuals interact with government services. By leveraging advanced AI and cutting-edge technologies, we serve as a premium AI-powered layer between citizens and the government. We simplify and enhance the application process for passports, travel visas, vehicle registrations, and immigration. Customers who value additional help and visibility into their application process choose HelloGov AI for our dedicated support and tracking capabilities. Our services include a marketplace of hand-carry couriers for expedited passport processing and a growing network of tag and title agencies for vehicle registrations. Join us in creating smoother, more accessible government interactions while shaping the future of AI-powered solutions, ushering in a new wave of simpler and more reliable ways of interacting with the government.

As a Junior Analyst, you will play a critical role in ensuring the quality and effectiveness of HelloGov AI’s interactions with users. The purpose of this role is to review the various AI interactions that our customers have with our system. HelloGov AI provides customer support via AI over the phone, chat, and SMS. You will ensure these interactions meet high-quality standards and serve customer needs effectively.

• Application Accuracy Checks: Conduct visual reviews of applications and requirements submitted through the AI system to ensure they are completed correctly and accurately, and verify that the AI checks worked as intended.
• Monitor AI Agent Logs: Review logs from AI agents that autonomously schedule appointments (e.g., at post offices or other acceptance agents) to ensure accuracy and troubleshoot issues.
• Track Application Status: Oversee AI-driven automation processes that check on the status of government applications, ensuring timely and accurate updates are provided to customers via SMS.
• Multi-Channel Memory Review: Verify that AI memory functions correctly across communication channels, ensuring seamless knowledge transfer (e.g., from text messages to phone calls).
• Database Integration Oversight: Ensure that the central customer database, which stores all activities and historical communications, is properly utilized by the AI to enhance user experiences throughout the customer journey.
• Customer Journey Oversight: Review AI interactions end-to-end, ensuring all customer touchpoints—from initial inquiries to final document delivery—are accurate, cohesive, and seamless. Ensure the AI provides conversational status updates at every step of the process, keeping customers informed in a clear and engaging manner.
• Feedback Collection: Support the end-of-customer-cycle sequence by soliciting reviews and feedback from customers to improve the AI system further.

Qualifications

• Bachelor’s degree in a relevant field (e.g., Data Science, Computer Science, Psychology, Linguistics, or a related discipline).
• Strong analytical and problem-solving skills.
• Exceptional attention to detail with the ability to identify nuanced errors.
• Proficient in English, with excellent verbal and written communication skills.
• Familiarity with AI tools, machine learning principles, or CRM systems is a plus.
• Experience with data analysis tools such as Excel, SQL, or Python is beneficial.
• Team-oriented, self-motivated, and adaptable in a fast-paced environment.

Note: AI experience is not required. We are looking for someone who understands what makes an amazing customer experience and has experience collaborating with a product team.

Skills & Competencies

• Analytical mindset with a focus on continuous improvement.
• Empathy for diverse user needs and experiences.
• Organized, process-oriented, and capable of managing multiple priorities.
• Commitment to ethical AI and user-centered design principles.

• Paid time off and federal holidays.
• Professional development opportunities.