Quality Analyst

About this role

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
We are a Portland-based SaaS product company on a mission to empower businesses to work from Anywhere. Our global team of engineers, designers, testers, product experts, customer experience associates, and marketers come together to create a better way to work. Our products and services help businesses to be more productive, flexible, and scalable. Together, we can change the way the world works!