Quality Analyst

Roles and responsibilities

• Perform quality evaluations of customer interactions using both manual and AI-assisted evaluation workflows.
• Validate AI-generated QA scores and ensure alignment with defined quality frameworks.
• Conduct targeted call and interaction scrubbing based on AI-identified risk signals.
• Ensure adherence to SOPs, compliance requirements, and customer experience standards.
• Leverage AI-based insights to prioritise interactions requiring QA intervention.
• Focus QA effort on high-risk interactions instead of random sampling.
• Escalate critical quality concerns and behavioural risks.
• Analyze QA datasets to identify top failing parameters, agent behaviour patterns, customer experience gaps.
• Work with structured datasets ( Google Sheets/MS Excel ) to generate actionable insights.
• Support creation and maintenance of dashboards within QMS.
• Provide feedback on feature enhancements related to AI models & functions in QMS.
• Use QMS dashboards to monitor contact centre quality health, agent performance trends, experience metrics. (customer sentiment, interaction outcomes)
• Take proactive action based on insights. (scrubbing, escalation, coaching recommendations)
• Participate in QA calibration sessions to ensure scoring consistency.
• Recommend improvements to scorecards, parameters, and evaluation frameworks.
• Contribute to evolving QA processes toward AI-first quality assurance models.

Must have

• 1–4 years of experience in QA / Contact Center Quality Assurance.
• Strong understanding of contact centre operations. (voice, chat, email)
• Experience in QA monitoring, evaluation frameworks, and calibration processes.
• Ability to identify behavioural patterns and quality risks.
• Proficiency in Google Sheets/MS Excel (Formulas - ARRAYFORMULA, QUERY, etc.) for data structuring and transformation.
• Experience with BI tools such as Looker Studio or similar is preferred.
• Ability to interpret and analyze large datasets.
• Understanding of performance metrics such as ratios (e.g. disconnect rate, short call rate) trends and anomalies.
• Basic understanding of AI-assisted QA concepts such as automated call evaluation, sentiment analysis, pattern detection.
• Ability to work with AI-generated outputs and validate their accuracy.
• Openness to adapting to AI-driven workflows and automation.
• Ability to provide clear, actionable feedback to agents, leads & operations.
• Experience working with cross-functional teams. (QA, Operations, Product, Engineering)
• Experience working with global teams located in different regions. (US, UK, Canada & India)
• Strong verbal and written communication skills.
• Language Proficiency - Must be C1 or above. (CEFR)
• Exposure to data analysis & reports.

Workspace requirements

• A private workroom with the ambience to handle calls.
• Ready for Video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere.
• Good Internet speed (Above 100 MBPS Download and Upload) with the ability to be wired (LAN).
• Power backup (if you have frequent power cut issues).

About us