Client QA & Operations Analyst

This is the hands-on quality and operations role behind our enterprise client relationships. You'll live in the transcripts and performance data: auditing how our AI agents handle real client conversations, catching issues before and after clients do, and turning what you find into clear, actionable work for the engineering team.

You'll be client-facing: on audit calls, walking client-side QA and compliance teams through findings, and reconciling our read of bot performance with theirs. It's a role for someone precise, curious, and organized, comfortable with data and detail, and confident explaining what they found and why it matters.

You'll report to the Technical Program / Product Manager, who owns the overall client relationship, and you'll be their eyes and ears on day-to-day quality.

Audit transcripts and bot performance. Review call and chat transcripts in Reflect, our observability platform, evaluate how our AI agents performed against quality and compliance standards, and score conversations consistently and fairly.

Find and document issues. Spot regressions, compliance gaps, mishandled flows, and edge cases in agent behavior, and document them clearly, with the transcript or metric as evidence.

Convey issues to engineering. Translate what you find into well-written Linear cards that engineers can act on without a follow-up call: clear repro steps, the affected conversation, and why it matters to the client.

Get on client calls. Join client QA and audit calls, walk their teams through findings, and answer questions on how our agents are performing.

Reconcile audits with the client. Compare our QA findings against the client's own audit team's results, work through discrepancies, and align on a shared, defensible view of quality.

Support the client relationship. Feed insights, recurring issues, and trends back to the Technical Program / Product Manager to inform release communications, weekly syncs, and monthly reviews.

1 to 3 years in QA, operations, quality analysis, delivery support, or a similar client-facing role, ideally at a B2B SaaS, BPO, or financial-services company.

Comfort with data and transcripts as evidence. You can read a call log or a QA scorecard, form your own view, and back it up, not just relay what someone else said.

Clear written and spoken English. A large share of this job is written: issue tickets, audit notes, and client-facing summaries that hold up under scrutiny.

US-hours overlap. Reliable daily overlap with US business hours (ET/CT), which in practice means a late-afternoon-into-evening IST schedule, and comfort being on a call with a client's ops or compliance team.

Precision and follow-through. You're organized, detail-oriented, and you close the loop on what you find.

Experience in debt collections, lending, or another regulated financial-services domain, or familiarity with FDCPA / compliance workflows

Hands-on experience with QA tooling, call-quality scoring, or observability/audit dashboards

Familiarity with Linear (or similar issue trackers like Jira) and how good engineering tickets are written

An interest in AI / conversational systems and how they behave in production

Small teams per client, with real ownership. We review each other's work, we write things down, and we'd rather hear an honest "I don't know yet" than a confident wrong answer.

Trust: We do the right thing, especially when nobody is checking. Clients hand us regulated conversations with their own customers, and we earn that every day.

Transparency: We write things down, share the real numbers, and say "I don't know yet" out loud, with each other and with clients.

Technically best solution: We choose what's right, not what's easiest or trendiest. When we notice we got it wrong, we fix it.

Decisiveness: We decide quickly with the information we have, commit, and correct course fast when reality disagrees.

Simplicity: We keep systems, processes, and words simple. Complexity is a cost we pay only when it clearly buys something.