Brian Hunter

Detail-oriented AI Data Specialist, Customer Support Professional, and QA Trainer with over two years of experience evaluating data quality, reviewing AI outputs, and supporting customer service operations in high-volume environments. Experienced in data annotation, AI response evaluation, content review, prompt evaluation, and quality assurance while following strict annotation guidelines. Combined with hands-on customer support experience, I bring strong communication, empathy, analytical thinking, and problem-solving skills that enable me to evaluate AI-generated customer interactions with accuracy and consistency.

Passionate about improving AI systems through high-quality annotations, structured feedback, and continuous process improvement within remote collaborative teams.

QA & Trainer – Call Centre Operations at Kilimall International (2024-03 – 2025-12)

• Conducted quality assurance audits on customer interactions to improve service quality and data accuracy.
• Reviewed customer conversations and identified quality gaps using structured evaluation criteria.
• Delivered coaching sessions based on QA findings to improve communication and issue resolution.
• Improved Chat CSAT from 4.0 to 4.5 through targeted quality improvement initiatives.
• Analysed customer interaction trends and recommended process improvements.
• Prepared quality reports and maintained accurate documentation.
• Collaborated with operations teams to improve customer experience and workflow efficiency.

Customer Support Agent at Kilimall International (2022 – 2024)

• Managed high-volume customer interactions across chat, email, and social media.
• Resolved customer inquiries with professionalism, empathy, and clear communication.
• Tagged and categorised customer issues to support reporting and issue resolution.
• Maintained accurate customer records while ensuring data consistency.
• Escalated complex customer concerns following company procedures.
• Identified recurring customer pain points and shared insights with relevant departments.
• Consistently delivered high-quality customer support within established service standards.

High School Diploma