Open to opportunities

Linda Njeri

@lindanjeri

I’m an AI quality evaluation specialist improving conversational trust, accuracy, and customer satisfaction through rubric-based QA and feedback.

Kenya

Message

What I'm looking for

I’m looking for a role where I can evaluate and improve conversational AI quality and customer experiences using rubric-based QA, calibration, and actionable reporting—supporting trust, accuracy, compliance, and continuous process improvement.

I’m a Quality Assurance & AI Evaluation Specialist with 4+ years of experience improving the quality of customer experiences and AI systems through rigorous evaluation, structured analysis, and actionable feedback.

I audit AI dialogues and customer conversations using detailed rubrics to evaluate tone, empathy, contextual fit, clarity, intent alignment, and emotional intelligence—then turn findings into rewrites, standards, and quality reports.

In my current role, I’ve audited 100s of AI dialogues weekly for tone accuracy and contextual fit, flagging 20%+ issues and ensuring cultural/language sensitivity through calibration reviews.

Earlier, as a Customer Experience Quality Analyst, I supported feedback loops for conversational effectiveness across high-volume interactions, and as a Customer Service Manager and Software QA Analyst/IT Support, I strengthened my focus on process improvement, issue identification, and dependable delivery.

Experience

Work history, roles, and key accomplishments

Current

Conversational AI QA Evaluator

Current

ROBS

Feb 2025 - Present (1 year 5 months)

Audits AI dialogues weekly for tone accuracy, empathy, and contextual fit using detailed rubrics, flagging high percentages of issues. Provides structured feedback and rewrites and performs calibration reviews to ensure cultural and language sensitivity.

Rubric Based Conversation Audits Conversational AI Evaluation Empathy Contextual Fit Assessment Revisions And Feedback Handling Calibration ResTech Balto Taalk Zendesk

Customer Experience QA Analyst

ROBS

Mar 2022 - Jan 2025 (2 years 10 months)

Evaluates customer conversations for clarity, intent alignment, and emotional intelligence, then synthesizes findings into actionable reports. Flags tone mismatches and ambiguities and applies QA frameworks to improve conversational effectiveness across high-volume interactions.

Emotional Intelligence Evaluation Tone Mismatch Detection Quality Reporting

Customer Service Manager

VickMart

Mar 2017 - Nov 2021 (4 years 8 months)

Ensured the store met and exceeded customer service standards by handling customer queries and upholding policies. Built team environments focused on service excellence to support sales and profitability.

Customer Service Team Leadership Service Excellence

Customer Service & Admin Assistant

Ascon Construction Co. Ltd

Jan 2015 - Oct 2016 (1 year 9 months)

Managed calls and customer queries and provided support, including generating reports and scheduling appointments. Supported day-to-day administration activities for the business.

Customer Support Report Generation Appointment Scheduling