Product Development Specialist – AI Voice Agent

Trusting Social is Vietnam's leading AI-powered credit intelligence platform, partnering with banks and financial institutions to expand affordable, responsible credit access for consumers across Southeast Asia. We combine proprietary AI models with deep financial expertise to help lenders make faster, fairer decisions — at scale.

What You'll Do

• Own day-to-day production health of Sophia (outbound & inbound AI calling) — monitor system and campaign performance, detect anomalies, and coordinate resolution with Engineering and Telephony teams
• Analyze AI sales call recordings to identify improvements in conversation flows, objection handling, decision logic, and compliance alignment; translate insights into clear product specs for implementation
• Track and analyze funnel metrics (lead → dial → connect → qualified → conversion), identify drop-off points, and validate impact of changes through structured measurement and controlled rollouts
• Collaborate with Product, Data Science, Engineering, and Business teams to define requirements, support solution design, and iterate on new campaign use cases from idea through launch
• [AI Fusion] Use AI tools daily to accelerate call analysis, spec writing, QA, and reporting — and build reusable AI-assisted workflows for recurring operational tasks (AIF-2 standard)

What you need to have

• 2–4 years in product operations, product execution, or similar roles in a tech-enabled environment; experience with AI, voice, or conversational products strongly preferred
• [Non-Negotiable] Daily usage of 2+ AI tools (Claude, ChatGPT, Copilot, or equivalent) with concrete examples of productivity gains — candidates without hands-on AI tool experience will not pass screening
• Strong analytical skills: funnel analysis, metrics monitoring, anomaly detection, and data-driven prioritization
• Proven cross-functional collaboration with Engineering and Data teams to ship improvements and resolve execution issues
• Strong ownership mindset, clear written and verbal communication, and experience writing product requirements end-to-end

AI Fusion Expectations (AIF-2 Builder)
You are expected to use AI tools daily for call transcript analysis, spec drafting, QA checklists, and performance reporting — and to design reusable prompt workflows for recurring tasks, not just one-off use. All AI-generated content shared with partners or engineering must be verified before handoff.

What We Offer

Join our vibrant team and enjoy:

• Opportunity to work and learn from one of the best and brightest technology teams in Vietnam
• Be part of a winning team with exponential growth regionally, experience recruiting world-class talents
• Competitive compensation package, including 13th-month salary and performance bonuses
• Comprehensive health care coverage for you and your dependents
• Generous leave policies, including annual leave, sick leave, and flexible work hours
• Convenient central district 1 office location, next to a future metro station
• Onsite lunch with multiple options, including vegetarian
• Grab for work allowance and fully equipped workstations
• Fun and engaging team building activities, sponsored sports clubs, and happy hour every Thursday
• Unlimited free coffee, tea, snacks, and fruit to keep you energized
• An opportunity to make a social impact by helping to democratize credit access in emerging markets

At Trusting Social, we live by ownership, integrity, and agility in execution. We believe in doing what's right, what's best, and what's innovative. If you're smart, driven, and want to make a difference in the world with the most advanced and fascinating technology, come join our team. We offer the runway to truly make an impact.

Learn more about us: https://trustingsocial.com | https://www.youtube.com/watch?v=inAEDGvOcL8&t=29s