About this role
About the project
This project delivers a Thai Voice AI PoC that automates high-volume outbound telemarketing calls using real-time voice interaction and LLM-based intent handling. The solution improves call consistency and conversion quality, benchmarks multiple ASR/TTS providers in Thailand, and enables safe human handoff for complex cases. The PoC provides ILA with clear performance metrics and a scalable foundation for expanding voice automation without linear cost growth.
Duration: 3-5 weeks
KPI
KR1: ≥95% test coverage for top telemarketing scenarios and top 20 intents
KR2: 0 P0 / P1 defects open at PoC demo and readout
KR3: Human handoff triggers correctly in ≥99% of low-confidence or edge cases
KR4: Consent / opt-out / fallback flows pass 100% of compliance test cases
KR5: Escalation and hang-up logic validated across all supported call paths
Areas of Responsibility
Define and maintain QA strategy for Voice AI PoC → MVP
Design test scenarios for telemarketing flows, intents, and edge cases
Validate ASR/TTS quality (WER/CER, accent robustness, noise conditions)
Test LLM intent accuracy, fallback behavior, and confidence thresholds
Verify human handoff, consent, DNC, and compliance-related logic
Analyze QA metrics and provide go/no-go recommendations
Ensure demo and readout readiness (no surprises on demo day)
Skills
QA for voice, conversational AI, or IVR systems (Thai language)
Scenario-based and exploratory testing
Experience with API, backend, and integration testing
Log analysis, trace inspection, and defect root-cause analysis
Ability to translate business flows into testable acceptance criteria
Knowledge
Voice AI fundamentals: ASR, TTS, WER, CER, latency metrics
LLM-based intent detection and confidence thresholds
Call flow logic: barge-in, interruptions, silence handling, hang-ups
Telemarketing and contact-center workflows (nice to have)
QA metrics and release readiness criteria
Basic understanding of compliance concepts (consent, opt-out, escalation)